If something has gone wrong we would rather hear it from you than not hear it at all. This is how a complaint is handled, and how long each stage takes.
Write to us setting out what has happened, when, and what you would like us to do about it. Send it to complaints email to confirm, or by post to registered office to confirm.
We will acknowledge your complaint in writing within three working days of receiving it, and tell you who is dealing with it.
The complaint is investigated by a senior member of the firm who has not been directly involved in the matter. We will review the file, speak to the people concerned, and put our findings to you.
You will receive a formal written outcome within fifteen working days of our acknowledgement. If the matter is complex and we need longer, we will tell you why and give you a revised date.
If you are not satisfied with the outcome, write to us again and ask for a review. A director will look at the matter afresh.
You will receive our final viewpoint letter within eight weeks of your original complaint. That letter marks the end of our internal procedure.
If you remain unhappy after our final viewpoint letter — or if eight weeks have passed without one — you may refer the complaint to our redress scheme, free of charge. The scheme is independent of us and its decision binds us.
Our scheme: scheme name to confirm · membership number to confirm
You must refer the matter to the scheme within twelve months of our final viewpoint letter, and you should do so only after our internal procedure has been exhausted.
Complaints relating to client money may also be raised with our client money protection scheme. Complaints about how we handle personal data may be raised with the Information Commissioner's Office. Details of both appear in the footer of every page.