Complaints procedure

[DRAFT — this procedure must be reviewed and approved by the company's compliance adviser before launch.]

If you are unhappy with any aspect of how Crown Resolution Group Ltd has dealt with you, please tell us. The quickest route is the “Query this account” option in your secure portal, selecting “I wish to make a complaint”, or by email to support@crownresolutiongroup.com.

What happens next

We will acknowledge your complaint promptly, pause collection activity where appropriate, investigate fully, and send you a final response. If you are dissatisfied with our final response, you may be able to refer your complaint to the Financial Ombudsman Service (financial-ombudsman.org.uk) free of charge.