Complaints Procedure

Complaints Procedure

We hope you will be delighted with our service but if you do have a complaint here are the steps you should follow…

Step One
If you have any questions or problems in relation to StepLadder, please initially contact your Host who will try to answer your questions or resolve any problem.

Step Two
If your Host cannot assist you and you would like to make a complaint you can do so via any reasonable means, please contact StepLadder using, or by phone on+44 (0) 7340 716315, or by post to Step Ladder Solutions Ltd, 125 Wood Street, London EC2V 7AW. StepLadder will acknowledge your complaint within five days. That acknowledgement will explain what steps StepLadder is taking and when StepLadder will contact you again. A complaint is defined as ‘an expression of dissatisfaction whether oral or written, and whether justified or not, from or on behalf of an eligible complainant about a firm’s provision of, or failure to provide, a financial services activity or a redress determination, which alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience’.

Step Three
We will send you a final response to your complaint within the 8 week statutory deadline. The content of the final response will include the details of the investigation conducted by ourselves, as well as detailing remedial action where applicable. We provide details for the Financial Ombudsman Service when issuing a final response, or after 8 weeks of receipt of the complaint if we have been unable to provide a final response. Contact details for the Financial Ombudsman Service are also provided below.

Step Four
If once StepLadder has sent its final response to a complaint to you, and you are not satisfied, or eight weeks have passed since you made your complaint, you can ask the Financial Ombudsman Service (FOS) to review the situation (but please note that you will only have six months from the date of StepLadder’s final response, or six months after the statutory eight weeks have passed since you made your complaint if StepLadder has not given you its final response, to do so).

About the Financial Ombudsman Service (FOS)
The FOS is a free and independent service which looks into disputes between individuals and providers of financial services. You can contact the FOS by:


Phone: 0800 023 4567

Writing: The Financial Ombudsman Service, Exchange Tower, London E14 9SR

You can find out more about the FOS at The European Commission also provides an online dispute resolution platform which allows consumers to submit disputes to the platform and be passed on to an alternative dispute resolution provider. For StepLadder the alternative dispute resolution provider is the FOS and you may submit your dispute to them by using the details above. You can find out more about the online dispute resolution platform at