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 April 2021 to 30 September 2021
Brands/trading names covered: AJ Bell Investcentre, AJ Bell Youinvest, AJ Bell Securities
| Number of complaints opened by volume of business | ||||||||
|---|---|---|---|---|---|---|---|---|
| Product/Service grouping | Provision (at reporting period end date) | Intermediation (within the reporting period) | Number of complaints opened | Number of complaints closed | Percentage closed within 3 days | Percentage closed after 3 days but within 8 weeks | Percentage upheld | Main cause of complaints opened |
| Decumulation and pensions | 0.42 per 1,000 policies in force | 5.07 per 1,000 policies sold | 71 | 10 | 50% | 50% | 60% | Other Admin Errors |
| Investments | 2.42 per 1,000 client accounts | 14.83 per 1,000 sales or equivalent transactions | 713 | 429 | 61.54% | 37.76% | 61.77% | Delays/Timescales |
Firm name: AJ Bell Management Limited
Group: AJ Bell plc
Period covered in this report: 1 April 2021 to 30 September 2021
Brands/trading names covered: AJ Bell Investcentre, AJ Bell Youinvest
| Number of complaints opened by volume of business | ||||||||
|---|---|---|---|---|---|---|---|---|
| Product/Service grouping | Provision (at reporting period end date) | Intermediation (within the reporting period) | Number of complaints opened | Number of complaints closed | Percentage closed within 3 days | Percentage closed after 3 days but within 8 weeks | Percentage upheld | Main cause of complaints opened |
| Banking and credit cards | 10 per 1,000 accounts | N/A | 6 | 5 | 60% | 20% | 80% | Other General Admin/Delays/Timescales |
| Decumulation and pensions | 2.82 per 1,000 policies in force | 33.38 per 1,000 policies sold | 506 | 596 | 40.10% | 20.64% | 46.64% | Delays/Timescales |