Alka Financial Services Ltd
    020 8904 5088

    Complaints Procedure

    At Alka Financial Services Ltd, we are committed to providing excellent service to all our clients. However, if you feel we have not met your expectations, we want to hear from you.

    Our Commitment

    We take all complaints seriously and aim to resolve them quickly and fairly. We will:

    • Acknowledge your complaint promptly
    • Investigate thoroughly and impartially
    • Keep you informed of progress
    • Provide a fair resolution
    • Learn from complaints to improve our service

    How to Make a Complaint

    If you wish to make a complaint, please contact us using any of the following methods:

    In Writing:

    Alka Financial Services Ltd
    799 Harrow Road
    Wembley HA0 2LR

    By Phone:

    020 8904 5088

    Please provide as much detail as possible, including:

    • Your name and contact details
    • Your account or reference number (if applicable)
    • Details of your complaint
    • What you would like us to do to resolve the matter
    • Any relevant documentation

    What Happens Next

    Step 1: Acknowledgement

    We will acknowledge your complaint within 5 business days of receipt, confirming we have received it and providing the name of the person handling your complaint.

    Step 2: Investigation

    We will investigate your complaint thoroughly, reviewing all relevant information and speaking to any staff members involved.

    Step 3: Resolution

    We aim to provide a final response within 8 weeks of receiving your complaint. Our response will:

    • Explain our findings
    • Offer a resolution (if we uphold your complaint)
    • Explain our reasoning (if we do not uphold your complaint)
    • Inform you of your right to refer the matter to the Financial Ombudsman Service

    Financial Ombudsman Service

    If you are not satisfied with our final response, or if we have not provided a final response within 8 weeks, you have the right to refer your complaint to the Financial Ombudsman Service (FOS).

    Financial Ombudsman Service

    Exchange Tower
    London E14 9SR

    Phone: 0800 023 4567 or 0300 123 9123
    Email: complaint.info@financial-ombudsman.org.uk
    Website: www.financial-ombudsman.org.uk

    Please note that you must refer your complaint to the FOS within 6 months of receiving our final response.

    Financial Services Compensation Scheme

    Alka Financial Services Ltd is covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim.

    Further information about compensation scheme arrangements is available from the FSCS:

    Financial Services Compensation Scheme

    10th Floor, Beaufort House
    15 St Botolph Street
    London EC3A 7QU

    Phone: 0800 678 1100 or 020 7741 4100
    Website: www.fscs.org.uk

    Our Regulatory Information

    Alka Financial Services Ltd is authorised and regulated by the Financial Conduct Authority.

    FCA Reference Number: 403017

    You can check our regulatory status on the FCA Register at: www.fca.org.uk/register