Complaints
How to raise a complaint.
If something has gone wrong with your CENS Investments website or portal experience, you can raise a complaint with the support team.
Last updated: 16 October 2026
Who handles complaints
Cens Investments Limited, company number 14065345, is registered in England and Wales at 86-90 Paul Street, London, England, EC2A 4NE.
How to complain
Email hello@censinvestments.co.uk with the subject line Complaint and include your name, organisation, portal email address, role, and a summary of the issue.
If your complaint relates to a specific application or referral, include the reference number where available.
What happens next
- CENS will review the complaint and may ask for further information where required.
- The issue will be routed to the appropriate person or team for investigation.
- You will receive a response using the contact details provided unless another secure communication channel is required.
Escalation
Where a complaint concerns a lender, regulated associate, professional adviser, or another service provider, the correct route may depend on who supplied the relevant service. CENS will identify or direct you to the appropriate route where it can.
Privacy complaints may also be raised with the UK Information Commissioner's Office at ico.org.uk.