At Your Review we aim to provide you with the best possible service, we believe in treating all customers fairly and efficiently. We know that sometimes things can go wrong. When this happens, we want to know immediately. We don’t just want to resolve your complaint, we want to learn what went wrong and how we can stop the same issue happening again.


How to make a complaint

If you do need to contact us with a complaint, you can do so by phone, email or in writing using the details below.

In writing: FAO Complaints Department – Your Review Ltd, Top Floor, Topley House, 52 Wash Lane, Bury, BL9 6AS

By phone: 0333 3443212

By email:

To help us investigate fully, please provide us with as much information as you can about your concern including your full contact details and the dates involved.


We take every complaint seriously

Once we understand your complaint, we will do all we can to put things right. If we cannot fix a complaint immediately, we will respond to a complaint within five (5) business days with a written or electronic acknowledgment and identify to you the person who will be dealing with the complaint. Wherever possible, that person will not have been directly involved in the matter which is the subject of the complaint and will have authority to settle the complaint.

Within four (4) weeks of receiving a complaint, we will send you either:

1. A final response which adequately addresses the complaint; or

2. A holding response, which explains why we are not yet able to resolve the complaint and indicate when we will make further contact with you.


Within eight (8) weeks of receiving a complaint we will send you either:

1. A final response which adequately addresses the complaint; or

2. A response which:

3. Explains why we are still not able to make a final response, giving reasons for the further delay and indicating when we expect to be able to provide a final response; and

4. Informs you that you may refer the handling of the complaint to the Financial Ombudsman Service if you are dissatisfied with the delay.


Where we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress, which you accept. Appropriate redress will not always involve financial redress but could involve an apology or another suitable form of redress.


Referring your complaint further

If after receiving our final response you remain unsatisfied, or we have not resolved your complaint after 8 weeks you can refer your complaint to the Financial Ombudsman.

You must refer your complaint to the Financial Ombudsman within 6 months of the date on the final response

If you would like more information about the Financial Ombudsman their contact details are as follows:

Financial Ombudsman Service (FOS), South Quay Plaza, 183 Marsh Wall, London, E14 9SR