Our complaints procedure

We take every complaint seriously — and we're straightforward about how it works.

How to complain

Email complaints@smartpeer.co.uk or use the contact form. Members can also raise complaints from the Help section of their portal.

What happens next

We acknowledge within 3 business days, investigate, and aim to give you a full written response within 4 weeks. Everything is logged, and complaints about how a member firm has behaved are treated with the highest priority.

Complaints about financial advice

If your complaint is about regulated advice you received, it must be handled by the authorised firm that advised you — we'll point you to their process and to the Financial Ombudsman Service (financial-ombudsman.org.uk), and we'll log the referral so nothing gets lost.