Blue sky reflected on the side of a glass high-rise

How to Make a Complaint

We pride ourselves on delivering a superior level of service to all our scheme members. Whilst we do all we can to ensure you are happy with the service we provide, there may be occasions when you feel we have failed to meet your expectations and we welcome your feedback.

You can contact us using one of the methods below.

Telephone : 0117 910 7910

Email :

In writing : The Client Relations Manager
 Curtis Banks Ltd
 3 Temple Quay
 BS1 6DZ

Secure Message : Log in to Secure Portal to send a Secure Message


How we handle your complaint

Our Client Relations Team will investigate and resolve your complaint, they will keep in touch with you regularly to inform you of progress.

We will aim to resolve your complaint at the earliest possible stage. Within four weeks of receiving the complaint we will:

  • write to you with our final decision; or
  • contact you explaining why we are not yet in a position to resolve the complaint and when we will contact you again.

If you disagree with our decision, you feel we have misunderstood anything, or you have any extra information please let us know.

If you're contacting us by email, please remember not to send any personal, financial or banking information because email is not a secure method of communication.

Factsheet - how we handle your complaint (PDF)


Financial Ombudsman

If you are not satisfied with the results of this investigation, you may be able to refer your complaint to either The Financial Ombudsman Service (FOS) or the Pensions Ombudsman (TPO). If you are able to refer your complaint to the Ombudsman, we can send you their consumer leaflet which explains the service they provide. If you decide to refer your complaint to the Ombudsman, you need to do so within six months of receiving our final response. The Ombudsman will not normally review your complaint until we have issued our final response or until eight weeks have passed since we received your complaint.

The Financial Ombudsman Service (FOS) provides consumers with a free independent service for resolving disputes with financial firms. More information about the Ombudsman can be found at:

The Financial Ombudsman Service
Exchange Tower
E14 9SR

Tel: 0800 0234567 or 0300 1239123


Web address:


Where your unresolved complaint concerns the administration of your SIPP you may be able to refer to the Pensions Ombudsman (TPO). TPO investigates and decides complaints and disputes about the way that pension schemes are run.

The Pensions Ombudsman

10 South Colonnade

Canary Wharf

E14 4PU

Tel: 0800 917 4487


Web address: