Complaints Policy
Last Updated: July, 2026
We are committed to providing a high standard of service. If something goes wrong, please tell us so we can put it right as quickly and fairly as possible.
How to Complain
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Please contact us using the details below and explain your concern as clearly as you can.
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You can complain in writing, by email, by telephone or in person.
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We will acknowledge your complaint promptly and keep you updated while we investigate.
Contact Details
Complaints Officer: Emmanouel Kontis - Director
Telephone: 02082119001
Email: emmanouel@indexfs.co.uk
Post: 2nd Floor, Berkeley Square House, London, W1J 6BD
What Happens Next
1. We will review the details of your complaint carefully and fairly.
2. If we need more information, we will contact you as soon as possible.
3. We may try to resolve your complaint straight away where appropriate.
4. If we cannot resolve matters immediately, we will investigate and provide our final response as soon as we can.
5. For most complaints, you should receive our final response within 8 weeks of us receiving your complaint.
If You Are Not Satisfied With Our Final Response
You may be able to refer your complaint to the Financial Ombudsman Service.
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The Financial Ombudsman Service is free and independent.
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You would normally need to contact them within 6 months of our final response letter.
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If we have not sent our final response within 8 weeks, you may also be able to refer the complaint to them at that point.
Financial Ombudsman Service
Website: www.financial-ombudsman.org.uk
Telephone: 03001239123
Address: Exchange Tower, London, E14 9SR