Complaints

We aim to enjoy an excellent relationship with all our clients, all of the time. In the unlikely event that you’re in any way unhappy with our service, please contact your Manager. We welcome your feedback at all times. In accordance with the rules of the Financial Services Authority, We have established procedures to handle complaints. The information here is also available in hard copy format from our offices.

Receipt of complaints

We consider 'any expression of dissatisfaction' to be a complaint. Complaints can be made in writing, by email, by fax, at a meeting or by telephone.

Persons responsible for handling complaints

All complaints will be referred to a Relationship Manager, Portfolio Manager, a Senior Manager or a Director who, where appropriate, was not directly involved in the subject of the complaint.

Verbal resolution

The majority of complaints can be resolved promptly and verbally. Where a complaint can be dealt with verbally to your satisfaction, this will be done, where possible, by close of business on the day after the day we receive your complaint.

Written resolution

All complaints not resolved verbally will be acknowledged in writing promptly. The acknowledgement will give the name and job title of the person handling the complaint and will include a copy of our complaint handling procedures leaflet. If we can give our final response at this stage, we’ll combine this with the acknowledgement.

We try to resolve all complaints as soon as practically possible and provide a final response. We’ll keep you reasonably informed of our progress. Where we haven’t resolved a complaint within eight weeks, we’ll send a response that:

• Explains that we are still not in a position to make a final response, give reasons for the further delay and indicate when we expect to be able to provide a final response
• Informs you that you may refer the complaint to the Financial Ombudsman Service if you are dissatisfied with the delay
• Encloses a copy of the Financial Ombudsman Service's explanatory leaflet.

Our final response will either accept the complaint and, if relevant, offer compensation, refund or reimbursement, or reject the complaint giving full reasons.

The final response will also:

• Inform you that you may refer the complaint to the Financial Ombudsman Service if you are still dissatisfied and that you must do so within six months
• Enclose a copy of the Financial Ombudsman Service's explanatory leaflet (unless this has already been done).

In all cases, our response will adequately address the subject matter of the complaint, notify you of your right to refer the matter to the Financial Ombudsman Service and include a copy of this complaints procedure.