What happens when you make a complaint

We endeavor to resolve your complaint to your satisfaction as soon as possible, however if your complaint cannot be resolved within 5 working days, following its receipt, we will send you a written acknowledgement of your complaint with the details of employee nominated to handle your complaint.

If you make an oral complaint, our written acknowledgement will set out our understanding of your complaint.

If we have reasonable grounds to be satisfied that another firm may be solely or jointly responsible for the allegation(s) made, we will promptly forward the complaint, or the relevant part of it, to that firm. We will write to you to confirm our actions and provide contact details of the firm concerned.

Your complaint will be investigated diligently and fairly by the employee nominated by compliance officer.

We may ask you to submit copies of documentation and may request further information from you to assist us with our investigation.

We will ensure that you are regularly kept informed of our progress with regards to the investigation into your complaint.

We will undertake a thorough investigation of your complaint and would try to resolve your complaint within four weeks of its receipt. However, in the event that we have been unable to resolve your complaint within the four week period, we will write to you and let you know the progress on the same.

When we have resolved your complaint, we will issue our Final Response letter. This will include details about our investigations, our findings, our actions to resolve the complaint and our steps to avoid us complaints in future.