Complaints Procedure
At Plan and Prosper, our priority is to provide you with the highest standard of service. If, for any reason, you are not satisfied, we are committed to addressing your concerns as quickly and fairly as possible.
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How to make a complaint
You can raise a complaint with us using any of the following methods:
By Email
By Telephone
0300 303 5758
In Writing
Compliance Manager
Plan and Prosper Ltd.
Suite 7, Ormeau House
91–97 Ormeau Road
Belfast
BT7 1SH
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What happens next
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If your complaint relates to our service, we will always try to resolve the matter immediately or within three working days.
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If we cannot resolve it straight away, we will send you an acknowledgement in writing within five working days confirming that we are reviewing your complaint.
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If your concern relates to another firm (for example, an insurer regulated by the Financial Conduct Authority), we will forward your complaint to them promptly and provide you with their contact details.
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Our investigation process
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Where possible, we aim to issue a resolution within three working days. If this is achieved, we will confirm in writing that your complaint has been resolved and explain your rights.
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If we require more time, we will keep you updated on progress throughout our investigation.
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In all cases, you will receive a final written response no later than eight weeks from the date we receive your complaint. This response will outline our findings and any redress we may offer.
You are welcome to contact us at any time during this process to check the status of your complaint.
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If you remain unhappy
If, after receiving our final response, you are still dissatisfied, you may refer your complaint to the Financial Ombudsman Service (FOS). The Financial Ombudsman Service is an independent complaints investigator that can assist you if you are not happy with our handling of a complaint. They can be contacted on
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Phone – 0800 023 4567
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In Writing – Financial Ombudsman Service, Exchange Tower, London, E14 9SR