Complaints Procedure & Client Safeguards

How to Register a Formal Complaint

If you wish to register a complaint, please write to or telephone our designated Compliance Officer:

Internal Handling Procedures

A full written summary of our internal procedures for the reasonable and prompt handling of complaints is available on request. Upon receiving your communication, we will:

• Acknowledge your complaint promptly in writing within five business days.
• Conduct a thorough and impartial review of all case notes, files, and recordings.
• Issue a comprehensive final response letter within eight weeks of original receipt.

Referral to the Financial Ombudsman Service (FOS)

If you cannot settle your complaint with us, or if eight weeks have elapsed without receiving a final response, you may be entitled to refer the matter to the statutory Financial Ombudsman Service (FOS):

Financial Services Compensation Scheme (FSCS)

We are covered by the FSCS. You may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim. Most types of investment business are covered up to £85,000 per eligible person per firm. Further information about compensation arrangements is available from the FSCS (www.fscs.org.uk).