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Acquired

Last updated: 6 June 2024

Complaints Policy

If Acquired Limited has not met your expectations, please contact the support team via email at complaints@acquired.com.

Our procedure

Acquired Limited has internal procedures for handling complaints fairly and promptly in accordance with the Financial Conduct Authority's requirements. Here is what you can expect:

  1. We will aim to acknowledge your complaint within 5 business days of receiving it and keep you informed of our progress towards resolving it.
  2. We will assess your complaint and investigate the cause of the issue you have experienced.
  3. Usually, we will contact you within 15 business days of receiving your complaint with a final response, which will let you know the outcome of our investigation. If there has been a delay, we will send you a holding response. This will inform you of the reason for the delay, and let you know when you can expect a final response.

If the response is unsatisfactory to you, or if you did not receive a response within 15 business days, you have the right to escalate your complaint to the Financial Ombudsman Service (FOS) (subject to eligibility criteria).

You can get in touch with the FOS by: