Complaints Policy

We are committed to providing an excellent level of service and care to all of our users.

We understand that sometimes things may not go as expected. If this happens, we encourage you to get in touch and share your feedback or raise a complaint.

How to make a complaint

You can contact us using any of the following methods:

You can also find our contact details on our Contact Us page.

Our approach to complaints

We take all complaints seriously and aim to handle them:

• Promptly
• Fairly
• Consistently

We respect your right to raise a complaint and value your feedback as an opportunity to improve our services.

What happens next

Initial response

We aim to respond to all complaints within 3 working days of receipt.

Investigation

Your complaint will be:

• Reviewed by a trained member of staff
• Handled by someone not directly involved
• Escalated if required to the appropriate team

Resolution timeframes

• If your complaint is not resolved within 4 weeks, we will update you with the reason for the delay and provide a target resolution date
• If your complaint is still unresolved after 8 weeks, we will:
  • Contact you in writing
  • Explain the reason for the delay
  • Confirm when we expect to resolve the issue

Final response

Our final response will:

• Clearly outline our findings
• Explain any actions taken
• Provide a fair and appropriate resolution

Where your complaint is upheld, we will take steps to prevent similar issues in the future.

Staying in contact

You can contact us at any time while your complaint is being reviewed.

We will always aim to have a member of staff available to assist you.

If you are not satisfied

If you are not satisfied with our final response, you can:

• Ask us to review the outcome again
• Refer your complaint to the Financial Ombudsman Service

You also have the right to refer your complaint to the Financial Ombudsman Service if:

• 8 weeks have passed since your complaint was raised, or
• You are unhappy with our final response

Financial ombudsman service

You must refer your complaint within 6 months of receiving our final response.

Regulated complaints (Sourced Capital)

Complaints relating to Sourced Capital or Passive Investments fall under FCA regulation.

In these cases:

• The same process applies
• We will maintain a formal record of complaints for at least 3 years
• We will comply with all FCA reporting requirements

Contact details:

Financial Conduct Authority (FCA)

If you require further information, you can contact the FCA: