Complaints
We take your feedback seriously
We are committed to providing a high standard of service. If you are dissatisfied with any aspect of our service, we want to hear from you.
Please submit your complaint in writing via email to complaints@silverwingsbenefits.com including:
- Your full name and contact details
- Details of your complaint
- Relevant dates and reference numbers (if applicable)
- Any supporting documentation
We will acknowledge receipt of your complaint within 5 working days and aim to provide a full response within 5 working days.
Our Complaint Numbers
Since we began in October 2023, we’ve received fewer than 10 formal complaints across 1,000+ clients — a rate of under 1%. We publish this figure because we’d rather you knew the real number than assume the worst. If that changes materially, we’ll update this page.
Independent Escalation
We are not currently required to be authorised by the Financial Conduct Authority for the services we provide, so complaints about us do not fall within the remit of the Financial Ombudsman Service. We think that matters, and we’re actively setting up access to an independent Alternative Dispute Resolution (ADR) scheme so that any complaint we can’t resolve directly with you can still be reviewed by an independent third party. We’ll publish full details here as soon as this is in place.