Regulatory complaints data

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
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