We are committed to providing the highest standard of advice and service. If something has not gone to plan, we want to hear about it so we can put things right and learn from what has happened. This page explains how to make a complaint, what to expect from us, and what to do if you remain unhappy.
1. How to make a complaint
You can raise a complaint with us by email, telephone, post, or in person. To help us investigate quickly and fairly, please include:
- Your full name, address, and a contact telephone number or email
- A clear description of what has gone wrong
- The name of the adviser or member of staff involved (if known)
- How you would like the matter resolved
- Copies of any relevant correspondence or documents
You may have someone act on your behalf — for example a family member, solicitor, or another professional adviser. Please send us their written authority so we can correspond with them.
2. What to expect from us
We follow the complaint-handling rules set out by the Financial Conduct Authority (FCA) in the Dispute Resolution: Complaints sourcebook ("DISP"). Our process is:
Step 1 — Acknowledgement (within three business days)
We will send you a written acknowledgement of your complaint within three business days of receiving it. We will confirm who is investigating and how to contact them.
Step 2 — Investigation
Your complaint will be investigated thoroughly, fairly, and promptly by a senior person who was not directly involved in the matter complained about, wherever possible. We may contact you to ask for further information.
Where we can resolve the matter to your satisfaction within three business days of receipt, we will send you a Summary Resolution Communication confirming the outcome.
Step 3 — Final Response (within eight weeks)
Within eight weeks of receiving your complaint, we will send you either:
- A Final Response Letter setting out the outcome of our investigation, our reasons, and any redress or remedial action we are offering; or
- A letter explaining why we are not yet in a position to make a final response, when we expect to be able to, and your right to refer your complaint to the Financial Ombudsman Service.
3. If you remain unhappy — the Financial Ombudsman Service
If you are unhappy with our Final Response, or if eight weeks have passed since you first raised your complaint and you have not received a Final Response, you may be able to refer your complaint to the Financial Ombudsman Service ("FOS"). The FOS is a free, independent service for resolving disputes between consumers and financial firms.
You normally need to refer your complaint to the FOS within six months of the date of our Final Response, and within six years of the event you are complaining about (or three years from when you knew, or should reasonably have known, you had cause to complain).
- Website: financial-ombudsman.org.uk
- Telephone: 0800 023 4567 (freephone) or 0300 123 9123
- Email: complaint.info@financial-ombudsman.org.uk
- Address: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Eligible complainants include private individuals (consumers), micro-enterprises, small charities, and small trusts within FOS thresholds. Full eligibility criteria are available on the FOS website.
4. Financial Services Compensation Scheme (FSCS)
We are covered by the Financial Services Compensation Scheme. The FSCS may pay compensation if we are unable to meet our obligations. The level of cover 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 claimant.
- Website: fscs.org.uk
- Telephone: 0800 678 1100 or 0207 741 4100
5. Our records
We keep a written record of all complaints and how they have been resolved for at least five years from the date the complaint was received, in line with FCA requirements. We use this information to identify trends and improve our service.
6. There is no cost to you
Making a complaint to us, referring it to the Financial Ombudsman Service, or claiming from the Financial Services Compensation Scheme is free. You do not need to use a claims management company; doing so may reduce any compensation you receive.