Complaints Procedure

Our Commitment

Raising a concern or making a complaint will not adversely affect the way you are treated or the service you receive.

How to Raise a Concern or Make a Complaint

Please provide as much information as you reasonably can, including your name, contact details, what happened, relevant dates, the outcome you are seeking and copies of relevant documents. We will still consider your complaint if some information is unavailable.

Complaints Made on Your Behalf

You may ask another person to complain on your behalf. Before disclosing personal information or discussing the case with that person, we may need your written or recorded authority and may need to verify their identity.

What Happens After We Receive Your Complaint

We will:

• check_circle acknowledge the complaint promptly;
• check_circle consider whether any immediate action is needed to prevent further harm or inconvenience;
• check_circle investigate fairly, competently and impartially;
• check_circle review relevant records and information;
• check_circle keep you appropriately informed;
• check_circle explain our findings in clear language; and
• check_circle where appropriate, offer remedial action or redress.

Complaints Resolved Within Three Business Days

Where a complaint is resolved to your satisfaction by the close of the third business day after receipt, we may send a summary resolution communication. This will confirm that the complaint has been resolved and explain your right, where applicable, to refer the complaint to the Financial Ombudsman Service if you remain dissatisfied.

Complaints Requiring Further Investigation

If the complaint is not resolved within three business days, the Compliance Department will continue its investigation. We will provide a final response as soon as reasonably possible and normally no later than eight weeks after receiving the complaint, unless a different regulatory timescale applies to the subject matter.

Our Final Response

Our final response will explain whether the complaint is upheld, partly upheld or not upheld; the reasons for our decision; any action or redress offered; and, where applicable, your right to refer the matter to the Financial Ombudsman Service. It will also provide the Ombudsman's contact details and applicable referral time limit.

If We Need More Than Eight Weeks

If we are unable to issue a final response within eight weeks, we will explain the reason for the delay, indicate when we expect to respond and explain whether you can refer the complaint to the Financial Ombudsman Service at that stage.

Financial Ombudsman Service

The Financial Ombudsman Service is an independent service that resolves eligible disputes between customers and financial businesses. If you are eligible and remain dissatisfied, you will normally need to refer your complaint within six months of the date of our final response or summary resolution communication. Different time limits can apply in some circumstances, and the communication sent to you will explain the relevant position.

Complaints About Another Organisation

If we reasonably conclude that all or part of your complaint is the responsibility of another firm or product provider, we will explain this and, where appropriate and permitted, refer the complaint or relevant information to that organisation. We will tell you what action has been taken and provide contact details where available.

Learning from Complaints

Complaints are reviewed to identify recurring issues, root causes, training needs, process improvements and potential customer harm. Appropriate corrective action will be taken and relevant management information reported through the firm's governance arrangements.

Contact Details