Being regulated by the FCA we are required to establish procedures for handling expressions of dissatisfaction from eligible complainants.
In the unlikely event of you having any reason to feel dissatisfied with any aspect of our service, in the first instance you should contact our client services team via email@example.com as soon as possible, but in any event within 3 business days, as the vast majority of complaints can be dealt with at this level. If our client services team is unable to resolve the matter you may refer it as a complaint to our compliance department via firstname.lastname@example.org. We aim to offer our clients the highest standards of service in all but there may be elements of our services that do not meet your satisfaction.
Please set out the complaint clearly, ideally in writing. The compliance department will carry out an impartial review of the complaint with a view to understanding what did or did not happen and to assess whether we have acted fairly within our rights and have met our contractual and other obligations. A full written response will be provided within eight weeks of receiving the complaint.
Please write to: email@example.com
30, Crown Place,
If you are classified as a retail client, and you do not feel that your complaint has been resolved satisfactorily by the compliance department, you are able to refer your complaint to the Financial Ombudsman Service. The Financial Ombudsman Service is an independent organisation that was established to resolve disputes between financial institutions and their customers. Details of the Financial Ombudsman Service will be provided by the Compliance department in their final response to your complaint. Any reference to the Financial Ombudsman Service must take place within six months of the Compliance department’s final response letter, and you should also note that the Financial Ombudsman Service will not consider a complaint until we have had the opportunity to address the complaint
The address of the Financial Ombudsman Service is:
The Financial Ombudsman Service Exchange Tower