If at any time you have a complaint about the services that we provide for you, then you should initially contact us by phone, fax, email or in writing. Please address your complaint to the Compliance Officer at the below address.
We will acknowledge your complaint promptly, explain how we will handle your complaint and indicate when you may expect our reply. We will keep you reasonably informed as to the progress but will provide a formal written response after eight weeks from receipt of the original complaint. If the Complaint cannot be resolved within this timescale we will write with an explanation as to the progress and the likely timescale involved.
If you are dissatisfied with our final decision you may be able to refer the matter to the Financial Ombudsman service at Exchange Tower, Harbour Exchange Square, London, E14 9GE. www.financial-ombudsman.org.uk Tel. 0800 023 4567 (calls from this number are normally free from a “fixed line” phone, but charges may apply if you call from a mobile or 0300123 9123 (calls to this number are charged at the same rate as 01 or 02 numbers on mobile phone tariffs).
In the event that your complaint relates to activities or services provided by another party, we will ensure that your complaint is forwarded to the appropriate party and we will assist you wherever possible in resolving the complaint.
Although the Financial Ombudsman Service is the primary point of contact in the UK if you remain dissatisfied, we are also required to make you aware of a European scheme which caters solely for products and services bought on-line. This scheme is known as the ‘Online Dispute Resolution’ (ODR), however disputes in the UK are likely to be directed to the FOS. Further information is available at the following link http://ec.europa.eu/odr.