Complaints Procedure

Our Internal Complaint Handling Procedure

As a firm authorised and regulated by the Financial Services Authority we fully support and adhere to rules on complaint handling.

How will we deal with your complaint?

We will:

• Record details of your complaint on our centralised complaints recording system;
• Thoroughly investigate the relevant issues using all the information available to us;
• Correct any mistake we may have made; and
• Let you know of the outcome.

How quickly will we deal with your complaint?

We will always try to resolve complaints as quickly as possible and you should receive an initial response within 48 hours.

However, some issues may take longer to investigate. We will always provide a response in a prompt manner and will keep you informed of any delays in the investigation process.

At the latest, your complaint will be dealt with within 8 weeks from the date of receipt of the complaint.

Who will deal with your complaint ?

In the first instance, your complaint will be handled by one of our trained representatives. This process will be overseen by a Supervisor and you will be provided with our initial response.

If you are not happy with our initial response you can refer the matter to our Compliance Department, who will arrange for a further investigation to be carried out. Following this investigation you will be issued with our final response within the time frames specified above.

What do you do if you are not happy with the outcome?

If you are a retail client and you are still not happy with our final response you are able to refer your complaint to the Financial Ombudsman Service. We will tell you how to do this in our final response if it applies to your complaint.