What if I have a complaint?

If you have a complaint about the administration of your SIPP please see below. If a complaint relates to any other Sovereign product or service please contact the office which provides administration services as shown on your documentation.

At Sovereign Pension Services our aim is provide the highest standard of service possible but we appreciate that at times situations occur when we do not meet a customer’s expectations. If you wish to express dissatisfaction or make a complaint we would like you to let us know. Set out below is how we will treat your complaint and the further course of action available to you if it is not resolved to your satisfaction.

If you have a complaint about any aspect of our service you can inform us by phone on 0151 328 1777, by email to our Compliance Director Barbara Howard, bhoward@SovereignGroup.com, or write to us at:

Sovereign Pension Services (UK) Limited, Sovereign House, Port Causeway, Bromborough, Wirral, CH62 4TP, United Kingdom.

We will acknowledge your complaint within 3 working days of receipt confirming our understanding of the issues you have raised.

We will investigate the details and circumstances of the complaint and our aim will be to resolve the matter, with our final response, at the earliest possible stage. If the issue is more complex we will write to inform you of what we are doing and when we anticipate providing a final response and we will issue this update, in accordance the Financial Conduct Authority’s complaints handling procedures, within 8 weeks of our initial receipt.

Our final response will include an explanation of how our conclusion has been reached and our proposed resolution. This response will also explain how, if you are still not satisfied, you may refer your complaint to the Financial Ombudsman Service (FOS) which provides an independent free of charge dispute resolution service for consumers. You can refer your complaint to FOS within 6 months of receiving our final response or if no response has been given after 8 weeks from the date of your initial complaint to us.

Please visit the FOS website for more information about their services: https://www.financial-ombudsman.org.uk/

A complaint to FOS may be made in the following ways:

Online: https://www.financial-ombudsman.org.uk/contact-us/complain-online

By telephone: 0800 023 4567, or if outside the UK on +44 20 7964 0500

By email: complaint.info@financial-ombudsman.org.uk

By letter: The Financial Ombudsman Service, Exchange Tower, London E14 9SR