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Complaints procedure

We hope you don't need to complain, but if you do then we will do everything we reasonably can to address your concern. Please send an email detailing your complaint to feedback@cushon.co.uk.

We will aim to acknowledge your complaint on the same day it is received. Depending on the nature of your complaint, we might be able to address it straight away or we might need a bit more time to gather all the relevant information. Please bear with us.

When we've got all the information we need we will email you a response. If you're happy then you don't need to do anything else. If we don't hear back from you within two weeks then we'll assume you're happy and send you another email confirming that we've closed your complaint.

If you're not happy with our response then tell us why and we'll look at it again. We will always provide a final response within eight weeks of receiving the original complaint.

If you're not happy with this final response then you can take your complaint to the Financial Ombudsman Service by either completing the form on their website, or by calling them on 0300 123 9123 or 0800 023 4567.

Complaints about the Cushon Master Trust

The complaints procedure is available to all members. You can submit your complaint yourself or appoint a representative. This process is known as the Internal Disputes Resolution Procedure. The main features are summarised below.

Send your complaint to feedback@cushon.co.uk, quoting your:
  • Name

  • Address

  • Date of Birth

  • National Insurance Number

Please state the reasons you are dissatisfied. If you are not a member, you should give the member’s details as well as your own and explain your relationship to the member. We will acknowledge receipt of your complaint.

You will normally receive a decision within 8 weeks and a copy of your complaint and this reply will be forwarded to the Trustee.

Complaints about Cofunds / Aegon

Cofunds (now part of Aegon) act as ISA manager for some of our customers and perform the administration of investments behind the scenes.  You may also complain to them directly. To do this you can either:

Email: customerexperiencecomplaints@aegon.co.uk

Helpline Number: 0845 604 4001

Here is a link to the full Aegon complaints procedure.

Additional Information

You may seek advice from The Pensions Advisory Service (TPAS). This is a free and confidential service and you may contact TPAS for advice at any stage during the procedure. Their only requirement is that you have raised your dispute in writing with the Trustee.

You can contact TPAS at:

The Pension Advisory Service, 11 Belgrave Road, London, SW1V 1RB

Helpline Number: 0845 601 2923

Email: enquiries@pensionsadvisoryservice.org.uk

You can take your case to the Pensions Ombudsman who can be contacted at the same address as TPAS:

The Pensions Ombudsman, 6th Floor, 11 Belgrave Road, London, SW1V 1RB

Helpline Number: 020 7630 2200

Email: enquiries@pensions-ombudsman.org.uk

Web: www.pensions-ombudsman.org.uk

Or if your complaint relates to a financial loss or material distress/inconvenience, please contact The Financial Ombudsman Service at:

The Financial Ombudsman Service South Quay Plaza 183 Marsh Wall London E14 9SR

Helpline Number: 0300 123 9123 or 0800 023 4567

Web: www.financial-ombudsman.org.uk

A decision by either Ombudsman would be binding subject to a decision to pursue matters through the Courts.