We strive to provide an excellent level of service, and always welcome any feedback or suggestions on how we can improve.
If you have a specific complaint, please get in touch with us in any of the following ways:
AJ Bell
4 Exchange Quay
Salford Quays
Manchester
M5 3EE
Tel: 0345 40 89 100
Email: enquiry@ajbell.co.uk
If you choose to make a formal complaint, we will ensure that it is investigated thoroughly, and is resolved well within the eight-week benchmark timeframe set by the Financial Conduct Authority (FCA).
The data report below shows the number of complaints we received and closed from 1 April 2020 to 30 September 2020. This data is published in a format suggested by the FCA.
Complaints publication report
Firm name: AJ Bell Securities Limited
Group: AJ Bell plc
Period covered in this report: 1 October 2020 to 31 March 2021
Brands/trading names covered: AJ Bell Investcentre, AJ Bell Youinvest, AJ Bell Securities
| Product/Service grouping | Number of complaints opened by volume of business (provision at reporting period end date) | Number of complaints opened | Number of complaints closed | % closed within 3 days | % closed after 3 days but within 8 weeks | % upheld | Main cause of complaints opened |
|---|---|---|---|---|---|---|---|
| Decumulation & pensions | 2.21 per 1,000 policies in force | 353 | 293 | 8.87% | 77.81% | 48.46% | Other |
| Investments | 4.23 per 1,000 client accounts | 1,134 | 967 | 43.43% | 46.5% | 56.15% | Delays/Timescales |
Firm name: AJ Bell Management Limited
Group: AJ Bell plc
Period covered in this report: 1 October 2020 to 31 March 2021
Brands/trading names covered: AJ Bell Investcentre, AJ Bell Youinvest
| Product/Service grouping | Number of complaints opened by volume of business (provision at reporting period end date) | Number of complaints opened | Number of complaints closed | % closed within 3 days | % closed after 3 days but within 8 weeks | % upheld | Main cause of complaints opened |
|---|---|---|---|---|---|---|---|
| Decumulation & pensions | 4.56 per 1,000 policies in force | 731 | 559 | 80.67% | 9.48% | 55.63% | Delays/Timescales |
| Savings (Including ISAs) | 17.68 per 1,000 client accounts | 7 | 5 | 0% | 0% | 40% | Other/Admin errors |