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Complaints Procedure

Our aim is to provide every client with an exceptional level of service. If you feel we have fallen short of that standard, we want to hear from you and resolve the matter as quickly and fairly as possible.

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HOW TO RAISE A COMPLAINT

Please contact us by phone, email, or in writing with the following information:

  • Your full name and contact details

  • A clear description of your complaint

  • Any relevant dates, documentation, or supporting evidence

  • What you would like us to do to put things right

 

Email: info@bmbrokersales.com

Phone: 07710 650 976

Address: 72 Tranquil Vale, London, SE3 0BN

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WHAT HAPPENS NEXT?

We will acknowledge your complaint within 3 working days and aim to provide a full written response within 8 weeks. Where your complaint relates to another party (such as a supplying retailer), we will direct you accordingly and confirm this in writing.

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IF YOU REMAIN DISSATISFIED

If your complaint relates to a regulated financial service and you are not satisfied with our response, you may refer the matter to our principal firm:

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Hart Contracts Limited on bradley@hartcontracts.co.uk

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If the matter remains unresolved, you may refer your complaint to the Financial Ombudsman Service within 6 months of our final response:

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The Financial Ombudsman Service, Exchange Tower, London, E14 9SR Tel: 0800 023 4567 Email: complaint.info@financial-ombudsman.org.uk Website: www.financial-ombudsman.org.uk

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Last updated: 8th March

Version: 2.0

FCA Authorisation & Compliance

Important Regulatory Information:

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​Ballard Marque Broker Sales  , is an Appointed Representative of Hart Contracts Limited, which is authorised and regulated by the Financial Conduct Authority (FCA No. 808982). Hart Contracts Limited is permitted to carry on regulated activities such as credit broking and introductions to finance on behalf of its Appointed Representatives. Ballard Marque Broker Sales  is authorised and regulated by the Financial Conduct Authority as an Appointed Representative (FCA No. 1042037).

You can check this on the FCA's Register at www.fca.org.uk/register or by contacting the FCA on 0300 500 8082.

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What This Means for You:

  • Your interests are protected by FCA regulation

  • Clear complaints procedures if needed

  • Professional standards and conduct requirements

  • Financial Services Compensation Scheme protection where applicable

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