Complaints Policy

Complaints Procedure

If for any reason you feel dissatisfied with any aspect of our service, in the first instance you should contact our client services team at [email protected].

The vast majority of complaints can be dealt with within three business days.

We will do everything we can to address your complaints within three business days and attempt to put things right as quickly as possible. If we are unable to resolve the matter then we will let you know and treat your dissatisfaction as a formal complaints.

We will carry out an impartial review of the complaints 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 complaints. We will keep you regularly updated with the progress of your complaints.

If you are classified as a retail client, and you do not feel that your complaints has been resolved satisfactorily by the compliance department, you are able to refer your complaints 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.

Any reference to the Financial Ombudsman Service must take place within six months of our final response letter, and you should also note that the Financial Ombudsman Service will not consider a complaints until we have had the opportunity to address the complaints.

The full contact details of the Financial Ombudsman Service are:


Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
E14 9SR

Telephone number: 0207 964 1000