Complaints
How to complain and what happens next.
We aim to get things right, but if you are unhappy with our service, please tell us.
How to complain
You can complain by phone, email, letter or in person. Contact our Compliance Manager at The Old Chandlery, Harbour Approach, Folkestone, Kent CT20 1QN, by email to [email protected], or on 01632 960 482.
What happens next
- We will acknowledge your complaint promptly.
- We will investigate fairly and keep you informed.
- We will send you a final response within eight weeks.
The Financial Ombudsman Service
If you are not satisfied with our final response, or we have not responded within eight weeks, you may be able to refer your complaint to the Financial Ombudsman Service, Exchange Tower, London E14 9SR. Telephone 0800 023 4567. Website financial-ombudsman.org.uk.
[Placeholder: replace with the complaints procedure approved by your principal.]