Redress
Complaints Procedure
We aim to put things right quickly. If you are unhappy with our service, here is how to raise it and how to escalate it if we cannot resolve it.
Stage 1: in-house
Write to or call , or use the contact form. Please include what happened, when it happened, who you dealt with, and what you would like us to do to put it right.
We acknowledge your complaint within 3 working days and reply with a Final Viewpoint Letter within 15 working days.
Stage 2: redress
- We acknowledge your complaint within 3 working days.
- Final Viewpoint Letter within 15 working days of acknowledgement.
- Redress: if the matter is unresolved after our Final Viewpoint Letter, or after 8 weeks from your first complaint, you may escalate it to our redress scheme (verifier). Write to: . Client money protection scheme: .
Related information
See also our Contact Us page and Privacy Notice for how we handle your information during a complaint.