Making a Complaint

As of 31^st March 2024, TenetConnect Limited and TenetConnect Services Limited (both of whom traded as Tenet Network Services) (“Tenet”) closed to new business.  If your Financial Adviser was previously authorised by Tenet, then we, Tenet, remain responsible for the advice and services that you received from your Adviser for the period they were authorised by us.

Your adviser may have already confirmed their new regulatory status to you.  If not, you should check this with your adviser, or check their regulatory status via the FCA Register https://register.fca.org.uk/s/

If you find that you are unable to contact your adviser for any reason and require financial advice, you can find an authorised financial adviser near you through Vouched For using the following link;

https://discover.vouchedfor.co.uk

Should you need to contact Tenet in future, including to make a complaint, our contact details are:

Customer Care
Tenet Group Ltd

Lister Hill

Horsforth

Leeds

LS18 5AZ

Tel: 0113 239 0011 Ext: 1342

Email: customercare@tenet.co.uk

We will do our best to deal with your queries and resolve any matters you bring to our attention. However, if you have reason to complain we will:

• Acknowledge your complaint within 5 working days of receipt
• Ensure your complaint is impartially and thoroughly investigated by a member of the Complaints Team
• Keep you updated on our progress
• Provide you with a letter detailing the outcome of our investigations within 8 weeks. If we cannot do this, we will tell you why this hasn’t been possible.

You can contact us in writing (post or email) or by telephone.  Our contact details are:

Complaints Manager

Tenet Group Ltd

Lister Hill

Horsforth

Leeds
LS18 5AZ

Tel: 0113 239 0011
Email: complaints@tenet.co.uk

Information you need to tell us

• Your personal details
• Details of the policy/mortgage/service you are complaining about
• Details of who sold you the policy
• What has gone wrong
• What you would like us to do to put things right

What you can expect from Tenet

• We will acknowledge your complaint within 5 working days of receipt
• Your complaint will be impartially and thoroughly investigated by a member of the Complaints team
• We will keep you updated on our progress
• We will provide you with a letter detailing the outcome of our investigations within 8 weeks.  If we cannot do this, we will tell you why this hasn’t been possible.

If you are unhappy with the outcome of our investigation in the first instance please let us know and we will be able to review our decision.

What if your complaint is about TenetLime Ltd? 

The acquisition of TenetLime Ltd by LSL (as outlined in this press release) has now completed. Any complaint about an appointed representative of TenetLime Ltd should now be directed to PRIMIS Mortgage Network and the section "Consumers - how to complain"