S5 Advisory Ltd
Company Number: 16600107
Registered Office: 27 Old Gloucester Street, London, WC1N 3AX
Contact Email: complaints@s5advisory.co.uk
Last Updated: December 2025

1. Introduction

S5 Advisory Ltd is committed to delivering high-quality services and ensuring that all clients are treated fairly, professionally, and with respect. We take complaints seriously and aim to resolve them promptly, transparently, and in accordance with UK best practice standards.

This Complaints Procedure outlines how you can make a complaint, how we will handle it, and what you can expect throughout the process.

2. What Is a Complaint?

A complaint is any expression of dissatisfaction, whether oral or written, about:

• The quality of our services
• The conduct of a member of staff or representative
• The handling of your enquiry or engagement
• Delays, errors, or communication issues

If you are unsure whether your concern qualifies as a complaint, we encourage you to contact us and we will guide you.

3. How to Make a Complaint

You can submit a complaint using any of the following methods:

Email (Preferred):

complaints@s5advisory.co.uk

Post:

S5 Advisory Ltd
27 Old Gloucester Street
London, WC1N 3AX

Information to Include

To help us resolve your complaint quickly, please include:

• Your name and contact details
• Details of the issue
• Relevant dates or documents (if applicable)
• What outcome you are seeking

4. Acknowledgement of Complaint

We will acknowledge your complaint within 3 working days of receipt. If more information is required, we will contact you promptly.

5. Investigation Process

Your complaint will be reviewed by a senior member of staff who is independent of the matter raised.

During the investigation we may:

• Contact you for clarification or further information
• Review correspondence or records relating to your case
• Consult with relevant staff where applicable

6. Response Timescale

We aim to provide a full written response within 15 working days.
If the matter is complex and requires more time, we will notify you and provide an estimated completion date.

7. Outcome

Our final response will include:

• A summary of your complaint
• The findings of our investigation
• Any corrective actions we will take
• Any offers of resolution (where appropriate)

We will always aim for a fair and reasonable outcome.

8. If You Are Not Satisfied

If you are not satisfied with our final response, you may request that the matter be reviewed by a Company Director. A further review will be conducted, and a final decision issued within 10 working days.

Because S5 Advisory Ltd operates in an advisory and introduction capacity and may not be FCA-regulated for certain activities, escalation to an external ombudsman may not apply. Where relevant, we will advise you of any applicable external bodies.

9. Learning and Improvement

Every complaint is recorded and reviewed as part of our ongoing commitment to improving service standards. We use insights from complaints to:

• Enhance internal processes
• Improve communication
• Strengthen training and compliance frameworks

10. Contact Information

For all complaint-related enquiries, please use:

Email: complaints@s5advisory.co.uk
Address: 27 Old Gloucester Street, London, WC1N 3AX

S5 Advisory Ltd
December 2025