Legal
Last updated: 1 May 2026
This policy sets out how Avogadro Financial identifies, records, investigates and resolves complaints from clients. It has been prepared in accordance with the Financial Conduct Authority's Dispute Resolution: Complaints sourcebook (DISP), and aligned with the complaints handling arrangements of Beneficial Ltd, the network under which Avogadro Financial currently operates as an Appointed Representative.
This policy applies to all complaints received by Avogadro Financial in connection with regulated and related activities carried out by the firm, including mortgage, protection and commercial finance business arranged on behalf of clients.
Avogadro Financial is an Appointed Representative (AR) of Beneficial Ltd, which is authorised and regulated by the Financial Conduct Authority (FRN: 1055607). Avogadro Financial carries out its regulated activities under the permissions and oversight of Beneficial Ltd, which holds ultimate regulatory responsibility for the handling of complaints relating to those regulated activities.
Avogadro Financial operates its own first-line complaints process, set out below, before any unresolved complaint is escalated to Beneficial Ltd as principal.
Avogadro Financial is committed to treating every complaint fairly, investigating it thoroughly and impartially, and resolving it as quickly as possible. This reflects our obligations under the FCA's Consumer Duty, which requires us to deliver good outcomes for clients — including when something has gone wrong.
There is never any charge for making a complaint, and doing so will not affect the level or quality of service a client receives from us.
In line with DISP 2.3, a complaint is any oral or written expression of dissatisfaction, whether justified or not, from or on behalf of a client, about the provision of, or failure to provide, a financial service, which:
Consistent with DISP 2.7, Avogadro Financial treats the following as eligible complainants:
Clients are encouraged to raise concerns with us directly in the first instance, so that we have the opportunity to put things right quickly. Complaints can be made:
Where possible, complaints should include the client's name and contact details, a description of the issue, relevant dates, and any supporting documentation.
7.1 Acknowledgement
We will acknowledge receipt of a complaint promptly, normally within 5 business days, confirming who is handling it and how the process works.
7.2 Investigation
The complaint will be investigated fairly and objectively, wherever practicable by someone not directly involved in the matter complained of. We will gather all relevant information — including from Beneficial Ltd where appropriate — and keep the client updated on progress.
7.3 Resolution Timescales
A final response sets out our findings, whether we uphold the complaint, and any offer of redress. It will also confirm the client's right to refer the matter to the Financial Ombudsman Service if they remain dissatisfied.
Where a complaint relates to a regulated activity, or where a client remains dissatisfied with Avogadro Financial's response, the complaint may also be referred to Beneficial Ltd, as the principal firm holding regulatory responsibility for Avogadro Financial's permitted activities:
Write to: Beneficial Ltd, Carrie Smith – Operations Manager, Suite 1, 16a Alderley Road, Wilmslow, SK9 1JX Email: carrie.smith@beneficial-network.co.uk Telephone: 0333 700 0900
If a client remains dissatisfied after receiving our final response (or Beneficial Ltd's final response), or if 8 weeks have passed without resolution, they have the right to refer the complaint, free of charge, to the Financial Ombudsman Service (FOS) — normally within 6 months of the date of the final response:
Write to: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR Telephone: 0800 023 4567 Email: complaint.info@financial-ombudsman.org.uk
Please note: the Financial Ombudsman Service is unable to assist with complaints relating to a Buy-to-Let mortgage, unless the client, or a family member, lives or intends to live at the property.
In accordance with DISP 1.9, Avogadro Financial retains a record of each complaint received, and the steps taken to resolve it, for a minimum of three years from the date of receipt.
Where a client is identified as being in vulnerable circumstances, we will adapt our approach to keep the complaints process accessible and fair — including offering additional time, alternative communication methods, or support from a third party where the client wishes.
This policy is reviewed at least annually, and sooner in the event of any change to Avogadro Financial's regulatory permissions, principal firm arrangements, or applicable FCA rules.