Complaints
Member firm Complaint procedure
If a consumer has a complaint about one of our members they must first complain to the member concerned, using that member’s published complaints procedure via letter or email. Should you not be satisfied with the outcome from the Member firm, please contact the relevant regulatory body by clicking on the links shown below:
Equity Release Council Rules & Guidance breach procedure
If a consumer believes they have suffered financial or another detriment as a result of a member failing to comply with the Council’s rules and guidance (or those of its predecessor organisation, SHIP) that were in place at the time of the alleged breach, complete the contact form below.
Please note that the Equity Release Council is not the regulator and does not, therefore, have required timescales within which to respond, although we make every endeavour to reply as quickly as possible. Our decision is not binding, nor do we have any powers to enforce action or award redress.
You have two options to contact us. If you opt to email us then, please let us know your preferred contact method for reply – email or phone (and an indication of the best time of day to call if appropriate).
Telephone: 0300 012 0239
Calls will usually be returned within 72 hours but it may be longer during busy periods and public holidays.
The Equity Release Council, formerly Safe Home Income Plans is a company limited by guarantee and registered in England No 2884568. The company is not authorised under the Financial Services and Markets Act 2000 and is therefore unable to offer advice.