Complaints Procedure

­At Propel, we are focused on delivering a high standard of customer service at every opportunity and we welcome all feedback.

Our complaint handling procedures meet the industry standards required by the Financial Conduct Authority. A copy of these procedures is available on request. If you have a complaint about our service, please contact us:

By post:
Complaints Handling Team
Unit 5, Langstone Business Village
NP18 2LH

By Telephone: 01633 415 222

By email:

We will both acknowledge and aim to resolve your complaint within 5 working days. However, there will be instances in which this will not be possible. In that event our aim will be to resolve your complaint within eight weeks as required by the Financial Conduct Authority.

If you are unhappy with the way we have resolved your complaint, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS), free of charge. The FOS will be able to review your complaint subject to their eligibility criteria but you must refer your complaint to them within six months of the date of our Final Response Letter.

Further information is available from the FOS website (link shown below).
If your complaint is not referred to the Financial Ombudsman Service in time, they will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances.

The Financial Ombudsman Service can be contacted as shown below:

Address: The Financial Ombudsman Service
Exchange Tower
London E14 9SR

Telephone: 0800 023 4 567