Equisure is committed to the highest standards of service. If something has gone wrong, we want to know. Making a complaint is free and we will never treat you less favourably as a result.
| Method | Details |
|---|---|
| In writing — post | The Complaints Manager, Equisure, 231 Elliott Street, Tyldesley, Manchester, M29 8DG |
| By email | info@equisure.uk — please mark your email “COMPLAINT” |
| By telephone | 08085 010 222 (Monday to Friday, 9am–5.30pm) |
When making a complaint, please include your name and contact details, your case reference if known, the nature of your complaint and dates concerned, and what outcome you are seeking.
If you are making a complaint on behalf of another person — for example a family member who lacks capacity — please let us know. We may request evidence of your authority (such as a Power of Attorney). We will adapt our process to support those acting in another’s interests.
Acknowledgement: We will acknowledge your complaint within 5 business days of receipt, confirming receipt and naming the person handling it.
Investigation: Your complaint will be investigated fairly and impartially by a suitably qualified individual who was not directly involved. We will review all relevant information including call recordings, written communications, and your case file.
Summary resolution (within 3 business days): If we resolve your complaint to your satisfaction within 3 business days, we will issue a Summary Resolution Communication confirming the resolution and your right to refer to the FOS within 6 months.
Final response (within 8 weeks): If unresolved after 3 business days, we will issue a Final Response Letter within 8 weeks setting out our findings, decision, any remedial action, and your right to refer to the FOS.
We will write to explain the delay. At that point you may refer your complaint to the Financial Ombudsman Service even without our Final Response.
If you are not satisfied with our Final Response, or 8 weeks have passed without one, you have the right to refer your complaint to the FOS — a free, independent dispute resolution service.
| Contact method | Details |
|---|---|
| Post | Financial Ombudsman Service, Exchange Tower, London, E14 9SR |
| Website | financial-ombudsman.org.uk |
| Free phone | 0800 023 4567 |
| Time limit | Within 6 months of our Final Response. If no Final Response after 8 weeks, you may refer at any time. |
Equisure is covered by the FSCS. If we cannot meet claims against us, the FSCS may pay compensation of up to £85,000 per eligible claimant for claims arising from our regulated advice services.
| FSCS detail | Information |
|---|---|
| Website | fscs.org.uk |
| Helpline | 0800 678 1100 (free) |
The FOS resolves disputes about the quality of our advice. The FSCS compensates you if we cannot pay. You may be entitled to use both services — for example, if you win a FOS complaint but we cannot pay the award, you may then claim from the FSCS.
Questions about this policy?
Contact UsEquisure is a trading style of Release My Equity Limited, authorised and regulated by the Financial Conduct Authority (FRN 730866). Registered in England and Wales. Company No. 08525726. Registered address: 231 Elliott Street, Tyldesley, Manchester, M29 8DG.
Equity release will reduce the value of your estate and may affect your entitlement to means-tested benefits. A lifetime mortgage is a loan secured against your home. To understand the features and risks, ask for a personalised illustration. All calculator outputs on this website are illustrative only and do not constitute financial advice or a personalised recommendation.