Complaints Handling Policy
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Information
At Guardian Referral Group, we aim to provide a clear, transparent and professional service when introducing individuals to FCA-authorised financial advisers. If something does not meet your expectations, we want to know about it and will take your concerns seriously.
This Complaints Handling Policy explains how you can raise an issue and how we deal with it.
Our Responsibility
As an introducer, Guardian Referral Group does not provide financial advice.
We connect individuals with FCA-authorised advisers who are responsible for:
• Advice given
• Recommendations made
• Suitability assessments
• Product outcomes
• Regulatory disclosures
If your complaint relates to financial advice, conduct, recommendations, or a product you were sold, it must be raised with the regulated adviser firm who provided that advice.
We will assist you in identifying and contacting that firm if required.
Making a Complaint to Guardian Referral Group
You may contact us if:
• You are unhappy with our introduction process
• You feel information was unclear
• You believe your data was mishandled
• You feel we did not pass your enquiry through appropriately
To raise a complaint with us, please contact:
Email: info@guardianreferralgroup.com
WhatsApp / Phone: 07344 053395
Please provide:
• Your name
• The nature of your concern
• When it occurred
• Any supporting information
This helps us respond swiftly and accurately.
What Happens When You Make a Complaint
• We acknowledge complaints within 5 working days
• We review the issue and investigate where required
• We aim to provide a response within 28 days
If the complaint relates to regulated advice or actions taken by the adviser we introduced you to, we will:
• Direct you to the appropriate FCA-authorised firm, and
• Provide assistance in identifying their formal complaints process
The adviser firm is responsible for handling advice-related complaints in accordance with their regulatory obligations.
Escalation
If you have raised a complaint with a regulated adviser firm and are dissatisfied with their final response, you may have the right to escalate to:
The Financial Ombudsman Service
www.financial-ombudsman.org.uk
Their involvement only applies to regulated firms providing advice, not introducers.
Our Commitment
We take complaints seriously and view them as an opportunity to:
• Improve our service
• Clarify communication
• Strengthen professional standards
We will always aim to act fairly, transparently, and promptly in assessing any concerns raised.
Contact Us
If you would like help submitting a complaint or understanding this policy, you can reach us at:
Email: info@guardianreferralgroup.com
WhatsApp / Phone: 07344 053395
Guardian Referral Group
London, United Kingdom