How to Make a Complaint

If you have a complaint, please contact us as soon as possible by email at: complaints@toremis.com

Please provide as much detail as possible about your complaint, including any relevant reference numbers or documentation to help us resolve the issue quickly.

What Happens Next?

Once we have received your complaint, we will acknowledge it within 5 working days and begin our investigation. Our aim is to resolve complaints as quickly as possible, but some complex cases may take longer to investigate. In any case, we will keep you informed about the progress of your complaint at each stage.

We will send you a final response letter within 8 weeks of receiving your complaint.

Escalating Your Complaint

If you are not happy with our final response, or if we have not issued a final response within 8 weeks, if applicable, you may refer your complaint to the Financial Ombudsman Service (FOS). The FOS provides independent and impartial resolution of disputes between consumers and financial services firms.

You can contact the Financial Ombudsman Service at:

• Website: www.financial-ombudsman.org.uk

• Phone: 0800 023 4567 (free for most people) or 0300 123 9123

• Email: complaint.info@financial-ombudsman.org.uk

  Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR

You must refer your complaint to the FOS within six months of receiving our final response.