Treating our customers fairly
One of the statutory objectives of the Financial Conduct Authority is that all firms must have regard to the information needs of its customers and treat their customers fairly. In addition the Financial Conduct Authority has set out guidance on how firms can evidence that they are treating their customers fairly by way of ensuring that firms do not impose any barrier to customers making a complaint.
We seek to ensure that our handling of customer’s complaints meets these rules and expectations and are inherent within our processes and procedures. You are advised that you can decide at any point during the investigation of your complaint to exercise your right to refer the matter to the Financial Ombudsman Service.
We are proud of the comprehensive and professional service we provide to our clients. However if you wish to make a complaint, please contact us. A summary of our internal complaints handling procedures for the reasonable and prompt handling of complaints is available on request and if you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service at www.financial-ombudsman.org.uk or by contacting them on 0800 023 4567.
You can view/download a copy of our complaints brochure here.