Good Outcomes for our Customers

We aim to treat all customers and their accounts individually to ensure that we provide good outcomes that are appropriate to individual circumstances. 

Our Customer Support Consultants are empowered to ‘Do the Right Thing‘ which means that if a usual process would not seem appropriate in a customer’s circumstances, our colleagues are able to request a review to ensure another individual and tailored approach may be agreed. 

We are committed to achieving these goals and encourage all of our Customers to tell us about any information which may be relevant to their circumstances which requires any consideration. 

What to do if you are unhappy about the service we have provided

Ascent is committed to providing a professional, efficient and courteous service to all our customers. Any expression of dissatisfaction about the service you have received from Ascent, will be considered seriously and we will ensure that we respond promptly to any feedback. 

If you feel that we have failed to achieve an acceptable standard of service we want you to tell us. We regard it as an opportunity to monitor and improve our quality of service. We will investigate your concerns objectively and try to generate a positive and speedy solution.

  • In the first instance you should contact the team dealing with your case. We can usually resolve any problems or issues you may have straight away.
  • If you are still not happy with the resolution offered by one of our team members then one of our Customer Experience Team can review your case and any concerns that you may have.
  • Should you remain dissatisfied at this point then we will log your complaint formally and a member of our Client Experience team will independently investigate your complaints and sent you a formal response in writing.

Contact our Customer Experience team

Email: Customer Experience
Telephone: 0345 604 0860 and ask for Customer Experience

Write to us at:

Ascent Performance Group Ltd
One St Peters Square
M2 3AF

Alternatively please complete and submit the form below. We will respond to your complaint within 5 business days.

Our service levels

  • We aim to acknowledge your complaint upon receipt but always within 5 days.
  • We aim to provide you with a full response within 28 days.
  • If the matter is complex you may have to wait a little longer but we will always write to you to provide a full update on progress and give you an estimate as to when we can provide a full response.
  • We will provide a full response no later than 8 weeks from receipt of your complaint.

Referral to the Financial Ombudsman Service

If you are not satisfied with the final response of our Customer Experience team you may refer your complaint to the Financial Ombudsman Service. The Financial Ombudsman Service expects complaints to be made to them within 6 months of your final response from our firm. The Financial Ombudsman Service will usually only consider a complaint about the service provided by Ascent if our internal complaints procedure has been exhausted.

The Financial Ombudsman Service’s contact details are as follows:
Telephone: 0300 123 9 123
Address: Financial Ombudsman Service, Exchange Tower, London, E14 9SR

If you are an Ascent Client (not a Customer)

If you aren’t satisfied with our Customer Experience Team’s final response, you may be able to refer your complaint to the Legal Ombudsman (LeO). Usually this will be if you are a Client of Ascent and have instructed us to work for you.

You can complain to the LeO within six years of the issue you’re concerned about, or three years from when you should have known about the issue. The Legal Ombudsman will usually only consider a complaint if you’ve already been through our internal complaints procedure within the last six months.

The Legal Ombudsman’s contact details are:

Telephone: 0300 555 0333
From overseas: +44 121 820 2250

Legal Ombudsman
PO Box 6167

Referral to the SRA
Ascent is regulated by both the Financial Conduct Authority (FCA) and the Solicitors Regulation Authority (SRA). If you have concerns about our conduct, for instance because you believe we have discriminated against you, you can also refer your concerns to the SRA:

Solicitors Regulation Authority,
The Cube
199 Wharfside Street
B1 1RN
0370 606 2555 inside the UK
+44 (0)121 329 6800 International callers