Call Us: +44 (0)20 3017 4200


Schneider Financial Solutions complaints policy

We always strive to put our customers first and ensure that they receive the highest levels of service we can provide; however we recognise that we may not always get things right. If you’re unhappy with any aspect of the service we have provided to you, please contact us so that we can resolve any issues you may have.

Complaints Process

How to contact us with a complaint

You can contact us with a complaint by email, by telephone, or by post. Details of how to do this are available below.

Please include these details with your complaint to enable us to deal with it as promptly and efficiently as possible:

  • Your name and address;
  • The nature of your complaint, with as much detail as you can provide;
  • What you would like us to do to put things right;
  • How you would like us to contact you regarding your complaint

Contact details:

By email:

By post:

Schneider Financial Solutions Ltd
Level 22
110 Bishopsgate
London EC2N 4AY

By telephone: 020 3017 4200 during normal office hours.

What will happen next?

We will try to resolve your issue promptly at the time of receiving it. In the event that we cannot resolve it by the end of the following business day we will acknowledge receipt of your complaint within 5 business days, providing you with a copy of our complaints policy and with the name of the person handling your complaint.

Within 4 weeks of receiving your complaint you will hear from us with either a final response, or, if we need more time to assess your complaint, with a letter explaining why we are still not in a position to make you a final response, and telling you when you can expect to receive one.

We would expect in the majority of cases to be able to deliver a final response within 8 weeks of initially receiving your complaint.

The final response will set out the facts established during our handling of your complaint, and any redress to be offered.

You can contact us at any time during the process to request an update on the status of your complaint, or to provide additional information that you feel we should take into account. Please use the contact details as provided above.

What to do if you are unhappy with the final response

We hope that we will be able to bring your complaint to a satisfactory conclusion, however if for any reason you’re unhappy with our final response, you may contact the Financial Ombudsman Service to take the matter further.

The Financial Ombudsman is a free and independent service for resolving disputes between customers and financial services companies like us. You’ll need to contact them within 6 months of our final response letter.

Their contact details are:

The Financial Ombudsman Service
Exchange Tower
E14 9SR

Telephone from a UK landline: 0800 023 4567

Telephone from a UK mobile phone: 0300 123 9123

Calls to 0800 numbers are free when calling from a UK landline. Calls to 03 numbers from mobiles will cost no more than a national rate call and are included in inclusive minutes for mobiles. Call charges may apply when calling from abroad.

By email:


Schneider Financial Solutions Limited is incorporated in England and Wales with company number 8668384.

The registered office address is Level 22, 110 Bishopsgate, London EC2N 4AY.

Schneider Financial Solutions Limited is authorised and regulated by the Financial Conduct Authority (FRN 724278).