How do I make a complaint?
Complaints Handling Policy
We are committed to providing a high-quality brokerage service to all our clients.
When something goes wrong, we need our clients to tell us about it. This will help us to improve our quality of brokerage service and standards.
If you have a complaint, please contact us with the details. We have eight weeks to consider your complaint. If we have not resolved it within this time period, you may raise the matter to the Financial Ombudsman Service (please see below).
If you have a complaint, what will happen next?
1. We will send you a letter acknowledging receipt of your complaint within three (3) business days of receiving it, enclosing a copy of this procedure.
2. We will then investigate your complaint. This will normally involve passing your complaint to our client care partner, who will review your case file and speak to the member of staff who dealt with your case.
3.We will then invite you to a meeting to discuss your complaint in broad detail and hopefully your complaint will be resolved in an amicable and acceptable manner. We will do this within fourteen (14) days of sending you the acknowledgement letter.
4.Within three (3) days of the meeting, us we will write to you to confirm what took place and any solutions s/he has agreed with you.
5.If you, however, do not want a meeting then on receipt of your complaint, we will send you a detailed written reply to your complaint, including our suggestions for resolving the matter, within twenty-one (21) days of sending you the acknowledgement letter.
6.At this stage, if you are still not satisfied, you should contact us again and we will arrange for another partner or someone unconnected with the matter at the firm.
7.We will write to you within fourteen (14) days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
8.If you are still not satisfied, you can then refer the case to the Financial Ombudsman Service. You can write to them using their contact address at: Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, London E14 9SR. You can also phone them on their free phone number 0800 023 4567 or alternatively you can email them at: email@example.com
Normally, you will need to make the complaint to the Financial Ombudsman Service within six months of receiving a final written response from us.