Complaints Procedure Policy | How to Make A Complaint
Chester, Cheshire
01244 264 866

Complaints Procedure

SoSmart Financial Services Ltd are committed to providing products and services of the highest standards. That’s why we really value your feedback. Letting us know when you are not happy with our service gives us the opportunity to put matters right for you and improve our services for everybody.

We will always do our best to respond as quickly as possible. In each case, we will listen to you and put matters right if we can.

Our complaints process

Please follow our complaints procedure to help us resolve your complaint as quickly as possible.

Giving us details of your complaint

If you want to complain, please provide the following details.

  • Your name and address
  • Your daytime phone number
  • A clear description of your complaint or concerns, including details of the product(s) in question
  • Details of how you would like us to rectify the situation

We will do our best to sort out your complaint immediately. Sometimes it may take longer to fully investigate. If this happens we will do the following.

Your complaint will be acknowledged in writing within 5 working days of receipt.

Keeping you updated with our progress

We aim to resolve complaints within 4 weeks. If we are not able to do so, we will always write to you explaining what is happening and when we expect to sort out your complaint. Once an assessment and full investigation of your concerns have been made, we will send you a final response letter within eight weeks.

How to contact us

So Smart Money, C/O Ellis & Co, 114-120 Northgate Street, Chester, Cheshire, United Kingdom, CH1 2HT

Phone: 01244 264 866

Email: (Subject: Complaint)

If you e-mail us, we usually reply to you by e-mail. However, if we need to refer to confidential information or enclose copies of important documents, we may contact you by post instead so please provide your address even if you write to us by email.

What to do if you are dissatisfied with our response

  • FCA regulated products

If you still remain dissatisfied with our final response or eight weeks have passed since you first let us know about your concerns, you can ask the Financial Ombudsman Service to review your complaint. The Financial Ombudsman Service provides a free independent service for customers to resolve disputes with financial firms.

The Financial Ombudsman Service will only deal with your complaint if you have given us the opportunity to put matters right, so please contact us first and we will do all we can to help you.

  • How to contact the Financial Ombudsman Service

By post:

Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR
Phone: 0800 023 4 567 or 0300 123 9 123 from a mobile


  • Other products

Where complaints are relating to a non-regulated product, we will endeavour to deal with your complaint as quickly as possible. We may refer your complaint to the relevant partner and ask them to respond to you directly. If you are unhappy with your response, you may send your concern to Dean Jones, Managing Director at SO Media for review.
SO Media accept no responsibility for mistakes, omissions or changes to products by non-regulated partners – all details and prices are correct at the time of publication.