Client information on our complaint handling procedure

We are authorised and regulated by the Financial Conduct Authority (FCA). Although we strive to exceed our clients’ expectations at all times, we recognise that complaints do occur from time to time.

As a result, we must create, implement, and maintain effective and transparent procedures for the fair and fast treatment of complaints, and these procedures must allow complaints to be lodged through any appropriate method and recognise complaints as requiring resolution.

Who will be investigating my complaint?

The name and contact details of the person handling your complaint will be contained in the letter which accompanies these procedures.

How long will it take?

We make every effort to handle any issues as soon as possible. However, if the complaint is difficult or requires more research, we shall use the following timeframes:

• Within 5 business days of receiving your complaint, you will get a copy of these guidelines as well as a covering letter identifying the person handling your complaint. This is our letter of acknowledgement. If we have been able to settle your complaint by this time, this will also be our Final Response Letter.
• We will keep you updated throughout the course of your complaint.
• We will make every effort to give you with a Final Response Letter within four weeks of receiving your complaint. If we are unable to do so, we will write to you explaining why we are unable to address the complaint and provide an estimate of when we will be able to do so.
• We will make every effort to give you with a Final Response Letter within 8 weeks of receiving your complaint. If we are unable to do so, we will notify you in writing:

1. explaining why we are still unable to provide a final response; 
2. explaining why the delay occurred;
3. indicating when you should expect to receive a final response; and 
4. providing details of any right you may have to refer the matter to the Financial Ombudsman Service, along with a copy of their leaflet.

What should I do if I am still not satisfied with how my complaint is being handled?

If you remain dissatisfied, you may have a right to refer the matter to the Financial Ombudsman Service for further advice and guidance. This will not affect your legal rights.

Please note that referral to the Financial Ombudsman Service must be done within 6 months of your receipt of our Final Response Letter.

Further information on the Financial Ombudsman Service can be found on their website at: www.financial-ombudsman.org.uk; or you can telephone them on 0800 023 4567; or by writing to:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR