How to Prepare Evidence for Equity Release Complaints

A strong complaint is usually clear, concise, and evidence-led. Instead of writing long narratives, focus on the documents that show what was discussed, what was recommended, and what outcomes occurred later.

Start with a simple timeline

Create a short timeline with dates of advice meetings, recommendation points, product completion, and when concerns became clear.

Keep each event factual

For each date, include who was involved and what records exist. This makes your complaint easier to follow.

Gather key advice records

Collect suitability reports, recommendation letters, key illustrations, and any written notes from meetings or follow-up calls.

Highlight relevant sections

Mark the sections that discuss inheritance impact, compound interest, alternatives, and your stated objectives.

Explain your concern in three lines

For each issue, state what happened, why it matters, and which document supports your point.

Example structure

• What happened: alternatives were not explored in detail.
• Why it matters: recommendation may not have matched objectives.
• Evidence: suitability report section and adviser email.

Use internal guidance pages

Before submitting your complaint, review:

• How to complain about equity release advice
• Common equity release complaints
• Financial Ombudsman equity release guide

Related guides

• Financial Ombudsman time limits for equity release complaints