Legal
If you are dissatisfied with any aspect of our service, you may submit a complaint in writing via email to our Compliance Department. Please include your account number, a clear description of the issue, and any supporting documentation.
We will acknowledge receipt of your complaint within five business days and provide you with a reference number for tracking purposes.
Your complaint will be investigated thoroughly and impartially by our Compliance team. We may contact you for additional information or clarification during the investigation process.
We aim to resolve all complaints within eight weeks of receipt. If we are unable to resolve your complaint within this timeframe, we will write to you explaining the reasons for the delay and provide an expected resolution date.
Once our investigation is complete, we will send you a final response letter outlining our findings and any remedial action we propose to take.
If you are not satisfied with our response, you may refer your complaint to the Financial Ombudsman Service (for FCA-regulated clients) or the relevant regulatory authority in your jurisdiction.
We maintain records of all complaints received, including the subject matter, outcomes, and any corrective actions taken. These records are reviewed regularly to identify and address recurring issues.