Complaints

01 Our commitment

Every complaint is taken seriously, treated confidentially, and handled fairly and promptly. Raising a concern will never affect the quality of service you receive from us. We treat complaints as an opportunity to put things right and to improve.

02 How to raise a complaint

You can contact us in whichever way is easiest for you. So that we can look into your concern quickly, please make clear that you are raising a complaint.

03 What to include

To help us investigate thoroughly, please tell us:

• your name and the best way to reach you;
• a clear description of your concern and what happened;
• relevant dates, names or reference numbers, if you have them;
• what you would like us to do to put things right.

04 How we will handle it

Once we receive your complaint, we will:

1. Acknowledge it promptly in writing, normally within 3 business days, and let you know who is handling it.
2. Investigate the matter fully and fairly, drawing on the relevant records and, where appropriate, the regulated partner firm involved.
3. Provide a response setting out our findings and any action we propose, normally within 6 weeks. If we need longer, we will keep you informed of progress and expected timing.

05 If you are not satisfied

If you are unhappy with our final response, or your complaint is not resolved within the applicable timeframe, you may be entitled to refer the matter to the relevant external body, free of charge. Depending on the jurisdiction and the entity through which your business is conducted, the appropriate body may be:

06 Complaints about a partner firm

Where your complaint concerns business conducted through one of our regulated partner firms, we will work with that firm to ensure it is handled under the appropriate regulatory complaints procedure, and we will tell you which firm and process applies.