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Complaints Procedure

Last updated:
February 2, 2026

Our Commitment

At Riverlight, we always aim to provide the highest possible level of service. However, we appreciate that there may be occasions when we get things wrong. If you have a complaint, we want to hear about it so we can put things right and improve our service for the future.

How to Complain

You can raise a complaint in the most convenient way for you: by letter, telephone, email, or in person. You can contact your usual adviser directly, or use the details below:

  • In Writing: Riverlight Financial Services Ltd, KKVMS LLP, Capital Tower, 91 Waterloo Road, London, SE1 8RT
  • By Phone: +44 (0)20 7967 0968
  • By Email: admin@2plan.com

What Happens Next?

We will acknowledge your complaint promptly (usually within 5 working days) to confirm we have received it.

We will then fully investigate the issue. We aim to resolve your concerns as quickly as possible and will keep you updated on our progress. You will not be charged for any aspect of us handling your complaint.

Once we have completed our investigation, we will send you a formal ‘Final Response Letter’ detailing our findings and any proposed action to put things right.

The Financial Ombudsman Service

We always aim to resolve your complaint within 8 weeks. If we cannot resolve it within this time, or if you are unhappy with our final response, you may be eligible to refer your complaint to the Financial Ombudsman Service (FOS).

The FOS is an independent service in the UK for settling disputes between businesses and consumers. There is no charge for you to use their services.

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Financial Ombudsman Service Exchange TowerLondonE14 9SR

  • Telephone: 0800 023 4567
  • Email: complaint.info@financial-ombudsman.org.uk
  • Website: www.financial-ombudsman.org.uk