Complaints against the IFA or IFA staff

Though we strive to provide excellent service, there are times when we may fall short. If you think this is the case and you wish to make a complaint against the IFA, any of our processes or an IFA staff member, please send details of your complaint, including dates, names and other relevant information to:

Jonathan Barber
Executive Director - UK
The Institute of Financial Accountants
CS111 Clerkenwell Workshops
27-31 Clerkenwell Close
London EC1R 0AT

The Group Executive UK will provide an initial response to a complaint against the IFA or IFA staff member within 5 working days.

If further documentation is required in order to assess the complaint, a review of the evidence will be undertaken within 10 working days of receipt of all documentation.

The outcome of the assessment will be communicated within 5 working days of that assessment.

In the event that you are not satisfied with the outcome of the complaint, you may submit an appeal to the Group Board Chair, Board Audit and Risk Committee (BARC) for their consideration at the following address:

Chair, Board Audit and Risk Committee
The Institute of Financial Accountants
CS111 Clerkenwell Workshops
27-31 Clerkenwell Close
London EC1R 0AT

Please note that the decision of the BARC is final.