A regulated financial firm must respond to your complaint in writing within eight weeks, telling you whether the complaint has been successful or why they need more time to look into it. At this point if you’re unhappy with the response, or you haven’t received one, you can refer your complaint to the Financial Ombudsman Service (FOS).
Using a regulated financial adviser gives you access to the FOS. This service is independent and free to use. It can give compensation where something has gone wrong. They have a dedicated team who are considering complaints involving the transfers out of BSPS.