Complaints Procedure
We are committed to providing excellent service to all our clients. However, if you are not satisfied with any aspect of our service, we have a formal complaints procedure in place to address your concerns.
How to Register a Complaint
If you wish to register a complaint, please contact us in writing or by telephone to the following:
Contact Details:
The Complaints Officer
Cornerstone Finance
Unit E, Copse Walk
Cardiff Gate Business Park
Cardiff
CF23 8RB
Financial Ombudsman Service
If we cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service who can be contacted at:
Contact Details:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Our Commitment
We take all complaints seriously and will investigate your concerns thoroughly and fairly.
We will acknowledge receipt of your complaint promptly and aim to resolve it as quickly as possible.
If you are not satisfied with our response, you have the right to refer your complaint to the Financial Ombudsman Service free of charge.
This complaints procedure was last updated on 7 June 2025. We may update this procedure from time to time to reflect changes in our processes or regulatory requirements.