Complaints Procedure

How to Make a Complaint

If you are unhappy with any aspect of our service, please contact us in writing or by email via the contact details on our website. It helps us to resolve things quickly if you include your name, account details, a description of what went wrong, and what you would like us to do to put it right.

Our Complaints Process

Step 1 — Acknowledgement

We will acknowledge your complaint promptly, normally within 3 business days.

Step 2 — Investigation

A senior member of the team who was not involved in the matter will investigate your complaint and may contact you for further information.

Step 3 — Resolution

We will send you a final response setting out our findings and any redress within 8 weeks of receiving your complaint (and usually much sooner).

If You Are Not Satisfied

If you are not satisfied with our final response, or 8 weeks have passed, you may be able to refer your complaint free of charge to the Financial Ombudsman Service: financial-ombudsman.org.uk, 0800 023 4567.

Financial Services Compensation Scheme

Eligible investments are protected by the Financial Services Compensation Scheme (FSCS) up to £85,000 per person, per firm, in the event that we are unable to meet our obligations. See fscs.org.uk for details.