Complaints Policy

Last updated: April 2026

We want your experience with Chest to be a good one. But if something goes wrong, we want to know about it - and we want to make it right.

Chest Group Limited takes all complaints seriously. We'll treat you fairly, investigate thoroughly, and respond as quickly as we can.

How to make a complaint

If you're unhappy with any aspect of our service, please get in touch:

Email: support@joinchest.com

Or write to us at:

Chest Group Limited 124 City Road London, EC1V 2NX

Please include as much detail as you can about your complaint - what happened, when it happened, and what you'd like us to do about it. This helps us investigate and respond more quickly.

What happens next

Once we receive your complaint, here's what we'll do:

We'll acknowledge your complaint promptly - within 1 business day where possible, and no later than 5 business days, in line with FCA rules.

We'll investigate your complaint fully and fairly.

We'll aim to provide a final response within 15 business days. In more complex cases, this may take up to 8 weeks from the date we received your complaint. If we need more time, we'll let you know and explain why.

Our final response

Our final response will clearly set out our decision and the reasons behind it. If we've made a mistake, we'll explain what went wrong and how we plan to put it right.

Where applicable, if a redress or compensation payment is offered and accepted, we aim to make payment promptly - and in any event, no later than 2 business days from the date the payment is confirmed.

If you're not satisfied with our response

If you're not happy with how we've resolved your complaint, or if we haven't provided a final response within 8 weeks, you have the right to refer your complaint to the Financial Ombudsman Service (FOS). The FOS is a free, independent service that resolves disputes between consumers and financial businesses.

You must refer your complaint to the FOS within 6 months of receiving our final response.

Financial Ombudsman Service Exchange Tower London, E14 9SR

Email: complaint.info@financial-ombudsman.org.uk Phone: 0800 023 4567 (free from mobiles and landlines) Phone: 0300 123 9123 (calls cost no more than 01 or 02 numbers) From outside the UK: +44 20 7964 1000 Website: www.financial-ombudsman.org.uk

Complaints about our partners

Chest works with regulated partners including RiskSave Technologies Ltd (our principal firm), Quai Digital (SIPP administrator), and GoCardless (payments). If your complaint relates to a service provided by one of our partners, we'll work with them to investigate and resolve it. We may also direct you to the relevant partner's own complaints process where appropriate.