Complaints Procedure

The Equity Release Network (TERN)

Our Commitment

TERN is committed to providing a professional, transparent and fair service. We take complaints seriously and aim to resolve them promptly, consistently and in line with Financial Conduct Authority (FCA) requirements.

This Complaints Procedure explains how complaints relating to TERN, or to advisers operating within the TERN network, are handled.

Who This Procedure Applies To

This procedure applies to complaints made by:

• consumers introduced to advisers via TERN
• adviser firms within the TERN network
• individual advisers operating as sole traders (including one-person firms)
• other parties affected by TERN’s activities

Who Is Responsible for Handling Your Complaint?

TERN operates as a network and introducer. Responsibility for handling a complaint depends on what the complaint relates to.

1. Complaints About TERN

Complaints relating to TERN itself may include concerns about:

• the TERN website
• the Find an Adviser service
• introducer activity
• data handling
• network oversight or administration

These complaints should be made directly to TERN, using the contact details below. TERN will investigate and respond in accordance with FCA complaint-handling rules.

2. Complaints About Advice or Recommendations

If your complaint relates to:

• regulated financial advice
• suitability of a recommendation
• advice given by an adviser
• conduct of an adviser

The complaint must be handled by the adviser or firm that provided the advice. TERN does not provide regulated advice and cannot assess the suitability of advice given.

Complaints Involving Individual Advisers (Sole Traders / IRs)

Where the adviser is a sole trader or one-person firm, the adviser is still responsible for:

• receiving the complaint
• investigating the complaint
• issuing a final response

However, because the adviser operates within the TERN network:

• TERN must be notified of the complaint
• TERN will oversee and support the complaint process
• TERN will ensure the complaint is handled fairly, promptly and in line with FCA rules

This means consumers are never left without recourse, even where the adviser is an individual practitioner.

How to Make a Complaint

Complaints About TERN

You can submit a complaint to TERN by:

Email: mail@theequityreleasenetwork.com

Post: The Equity Release Network Ltd
304 Bridgewater Place
Birchwood Park
Birchwood
Warrington
Cheshire
WA3 6GX

Please include:

• your name and contact details
• a clear description of your complaint
• relevant dates and supporting information

Complaints About an Adviser or Firm

Complaints about advice should be made directly to the adviser or firm that provided the advice, using their own complaints procedure.

If you are unsure who to contact, or require assistance, TERN can help direct your complaint to the appropriate adviser.

What Happens Next?

Once a complaint is received:

• we will acknowledge it promptly
• we will investigate the issues raised
• we aim to provide a final response within eight weeks

If additional time is required, we will keep you informed.

If You Are Not Satisfied

If you remain unhappy after receiving a final response, or if eight weeks have passed without resolution, you may be entitled to refer your complaint to the Financial Ombudsman Service (FOS).

Financial Ombudsman Service

Exchange Tower
London
E14 9SR

Website: www.financial-ombudsman.org.uk

Telephone: 0800 023 4567

The FOS is independent and free to use.

Regulatory Oversight

TERN monitors complaints across its network to:

• identify trends
• improve standards
• support advisers
• protect consumer outcomes

This oversight applies equally to firms and individual advisers.

Keeping Records

TERN and advisers within the network maintain records of complaints in line with FCA record-keeping requirements.

Further Information

If you have any questions about this Complaints Procedure or need help submitting a complaint, please contact us at:

Email: mail@theequityreleasenetwork.com