Property and Finance Solutions aims to provide our customers with the highest standards of service. If our service fails to meet your requirements we will endeavour to find a resolution.
The definition of a complaint:
‘Any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of, a person about the provision of, or failure to provide, a financial service, which:
a) Alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience; and
b) Relates to an activity of our firm, or of any other firm with whom we have some connection in marketing or providing financial services or products, which comes under the jurisdiction of the Financial Ombudsman Service.
What complaints we can and can’t deal with:
We can only handle complaints about the work, staff and levels of service provided by our company.
We can’t deal with:
In the event your complaint relates to one of the above we will, where possible provide you with details of how to contact them directly.
Complaints about Property and Finance Solutions
In the first place, talk to the person who handled your transaction: that’s usually the quickest way to resolve a problem. If you’re still not satisfied, speak to our head office on:
Phone: 01316038710 (lines are open from 9:00am to 5:00pm Monday to Friday, excluding bank holidays).
If that doesn’t solve the problem, you can make a formal complaint to our Complaints Manager.
How to make a formal complaint:
You can make a formal complaint by post, online or by phone.
Write to:Property and Finance Solutions Complaints Manager 93 George Street Edinburgh EH2 3ES
Customer Complaint Procedures:
Investigating a complaint
The investigation will include, as a minimum:
If you are not satisfied with our decision and you are a private individual, firm, charity, or organisation with less than a £1,000,000 turnover, you can refer the matter to the Financial Ombudsman Service at:
The Financial Ombudsman Service South Quay Plaza 183 Marsh Wall London E14 9SR
If you refer your complaint to the Financial Ombudsman, this should be referred as soon as possible after our final response and within six months.
Before you refer the matter to the Financial Ombudsman, you may contact them to discuss whether your complaint is within their jurisdiction on
0845 080 1800 or you can visit their website
Property and Finance Solutions is an Appointed Representative of AFS Compliance Ltd, which is Authorised and Regulated by the Financial Conduct Authority under number 625035.
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