Complaints Handling

Making a complaint

We will ensure any complaint can be made free of charge and the contact number for making a complaint will not involve a premium rate number. Once we are in receipt of a complaint it will be immediately recorded within our complaints register.

Following this, an initial assessment will be carried out to determine if an immediate resolution can be made. Where this is possible, you will receive a written summary resolution. Where a complaint is accepted within three business days, the case will be closed.

Where immediate resolution is not possible, a written acknowledgement will be issued to you within five business days, setting out the basis or understanding of the complaint. A copy of our 'dealing with your complaint' leaflet will be included within this communication.

Appropriate investigation of complaints

We will ensure that all complaints are investigated by an individual with sufficient competence and experience who, where appropriate, was not directly involved in the matter giving rise to the complaint.

The person responsible for the investigation (usually the Compliance Officer) will examine in detail all documentation relating to the complaint and will interview, where appropriate, any staff with an involvement. Communication with any connected parties will be fully recorded.

We will endeavour to resolve complaints at the earliest possible opportunity and within 8 weeks of receipt.

The final response

Once all enquiries are complete, the Compliance Officer will draft a response for issue to you. Where redress is appropriate, we will provide fair compensation for any acts or omissions for which we were responsible. Redress need not be financial and could include, for example, an apology.

If we are not in a position to issue a final response within 8 weeks, a letter will be sent to you explaining:

• The reason for the continued delay
• When the firm anticipates being able to provide a final response
• Your right to refer the matter to the Financial Ombudsman Service

Financial Ombudsman Service

The final response letter will explain your right to refer the matter to the Financial Ombudsman Service. Following our response you have a six-month timescale to refer the matter to the Ombudsman, commencing on the date the final response is issued.

We will co-operate at all times with the requirements of the Financial Ombudsman Service and comply promptly with any settlements or awards made by it.

Record keeping

We will keep a record of each complaint received and the measures taken for its resolution, and retain that record for a minimum of:

• At least 5 years where the complaint relates to MiFID business
• Three years for all other complaints

Complaints about other firms

Where a complaint is received in respect of advice provided by another firm, the customer will be treated fairly. We will acknowledge the complaint promptly and, once satisfied that the other firm is responsible, provide the customer with the contact details of that firm. A copy of the complaint will be forwarded to the firm concerned, requesting they make contact with the complainant.