Complaints

As a firm, we take very seriously our responsibility to treat our customers fairly and aim to demonstrate this through a fair and prompt resolution of any complaint.

Any complaint, whether made in writing or verbally, is immediately referred to our Complaints Officer. We also record any complaint we receive. Our Complaints Officer is responsible for ensuring that we thoroughly investigate any complaints.

We will investigate all claims in compliance with the FCA complaint handling requirements.

If you are not satisfied with the outcome, eligible complainants can refer the matter to the Financial Ombudsman Service. Details on how to complain and their services can be found at www.financial-ombudsman.org.uk/.

The FCA defines an eligible complainant as:

• A consumer
• A ‘micro-enterprise’ employing fewer than 10 persons (i.e. 9 or less) with a turnover or annual balance sheet that does not exceed €2 million
• A charity with an annual income of less than £1 million
• A trustee of a trust with a net asset value of less than £1 million

Our complaints procedure is available on request.