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Complaints procedure

Last updated 6 October 2026 · Version 2026-10-06-v3

Protection Connect, LifeAdviser and 50Life are trading styles of PJG Financial Limited, which is authorised and regulated by the Financial Conduct Authority (FRN 919697). This page explains how to complain to us, whether you're a firm using Protection Connect or a member of the public, and what to do if your complaint is about another firm.

How to complain

Email contact@protectionconnect.co.uk with the word Complaint in the subject line, or write to PJG Financial Limited, 5 South Charlotte Street, Edinburgh EH2 4AN, marking your letter "Complaint". Tell us what happened, when, and how you'd like it put right.

If your complaint is about our LifeAdviser or 50Life website, you can also use the contact details on that website's complaints page: LifeAdviser complaints procedure or 50Life complaints procedure.

What happens next

  • We'll acknowledge your complaint within three working days.
  • We'll investigate and aim to send you our final response within four weeks. If it takes longer, we'll explain why and keep you updated, and we'll always send our final response within eight weeks of receiving your complaint.

If you're a firm using Protection Connect

We handle complaints from firms in the same way. Our final response will tell you whether you can refer your complaint to the Financial Ombudsman Service.

If you're a member of the public

If you're unhappy with our final response, or we haven't sent one within eight weeks, you may be able to refer your complaint to the Financial Ombudsman Service. The Ombudsman is independent and free to use. You usually need to refer your complaint within six months of the date of our final response.

  • Website: financial-ombudsman.org.uk
  • Telephone: 0800 023 4567
  • Address: Financial Ombudsman Service, Exchange Tower, London E14 9SR

Complaints about a firm we introduce you to

If we introduce you to one FCA authorised firm or one of its appointed representatives, that firm is responsible for its own advice and service, so complaints about its advice, a policy it arranged or a claim should go to that firm. It must handle your complaint under its own procedure and tell you about any right to refer it to the Financial Ombudsman Service. If the firm is an appointed representative, its principal firm is responsible for its regulated activities. If you're unhappy with how we introduced you, complain to us.

Your personal data

If your complaint is about how we've handled your personal data, contact us first using the details above. You can also complain to the Information Commissioner's Office at ico.org.uk or on 0303 123 1113.