Our aim is to provide a first class service to all members and consumers. If you feel that our service has fallen short of the standard you expect and you wish to raise your concerns, please write to us at: or by post to:

Client Money Protect
First Floor
Premiere House
Elstree Way

When we have received a complaint:

  • We will confirm receipt within three working days and try to satisfactorily resolve your complaint
  • If we are unable to resolve the complaint in three working days, we will aim to provide a full response within five working days
  • Where we expect it will take longer than five working days to provide a full response, we will write to the person complaining, explain the reasons why and confirm when they can expect to receive the final response
  • If a final response has been sent we may conclude that the complaint is closed.

If we are satisfied the matter has been appropriately resolved, then we reserve the right not to engage in any further correspondence and all previous correspondence will be kept on file.

While The Department for Levelling Up, Housing and Communities (DLUHC) authorise the scheme and have a responsibility for monitoring all client money protection schemes, they do not have a role in individual complaints and so are unable to become involved in any such matters.