Our Complaints Procedure

1) Upon receipt of a complaint, a refund / complaint form is completed with as much information as possible and passed to the departmental manager of the receiving department.

2) The departmental manager will decide if the complaint can be dealt with by the end of the next working day and do so if possible, and arrange for the customer to be advised. If the complaint is more complex or requires investigation before a decision can be made, the manager will pass the complaint onto the Compliance Department by the end of the next working day and advise the client.

3) The Compliance Department will enter details of the complaint onto company records for tracking purposes. The Compliance Department will acknowledge receipt of the complaint in writing, within 5 working days from stage 1, but usually within 48 business hours.

4) We will investigate your complaint and endeavour to send our final response letter to you within 4 weeks of stage 1. If we are unable to provide you with a final response within this time we will send you an update. The final response letter is our final decision following the investigation of your complaint in a fair and impartial manner, based on actual information we have available to us.

5) We will endeavour to send our final response letter to you within 8 weeks of stage 1. If we are unable to provide you with a final response within this time, we will write to you explaining why and advise when we expect to reach a final response.