Does this policy apply to you?
We are able to deal with professional and/or eligible counterparty clients. We have decided that we will treat all complainants equally, however only eligible complainants will be able to refer complaints to the Financial Ombudsman Service (FOS) if you are not satisfied with the way that we have handled your complaint.
How can you make a complaint?
You can make a complaint by any reasonable means – for example, letter, email or telephone. It is free of charge to complain.
To make a complaint, please contact:
Address: 49 St. James’s Street, London, SW1A 1JT, UNITED KINGDOM
What will we do once we have received your complaint?
Your complaint will be referred to our Compliance Officer as soon as possible. In the event that they are involved in the subject matter of the complaint, your complaint will be referred to another member of our senior management team.
We will promptly acknowledge your complaint in writing. In this acknowledgement, we will provide the name and title of the person that is handling your complaint. We will give this individual the authority necessary to investigate and settle the complaint. We will also include a copy of our policy at this time.
Investigating and resolving your complaint
We will investigate your complaint competently, diligently and impartially with a view to deciding whether the complaint should be upheld and whether any remedial action and / or redress may be appropriate. We will set out our conclusions in a final response to you.
If we decide that redress is appropriate we will aim to provide you with fair compensation for any acts or omissions for which we are responsible. If you accept our offer, we will promptly provide the compensation to you.
Our timetable for responding to you
Once we have acknowledged your complaint we will keep you informed of our progress. If we are able to quickly resolve your complaint we will send you a Summary Resolution Communication which will:
- Acknowledge your complaint and confirm that we now consider it to be resolved;
- Explain that you may still be able to refer your complaint to the FOS if you subsequently disagree with our decision, and the timescales you have for doing this; and
- Provide information about how to contact the FOS.
If we are not able to resolve your complaint quickly we will, within eight weeks of receiving your complaint, send you either a final response or a written response that explains why we are not in a position to make a final response to you and when we expect to provide one.
Our response will also:
- inform you that, if you remain dissatisfied, you may refer the complaint to the FOS; and
- enclose a copy of, or an electronic link to, the FOS standard explanatory leaflet.
Financial Ombudsman Service
If you are an eligible complainant, you are able to refer a complaint to the FOS if you are not satisfied with the outcome of your complaint. Your rights are set out in the FOS’s leaflet “Your Complaint and the Ombudsman” which we will provide to you as part of the Complaints process. Please remember that if you wish to refer a complaint to the FOS, you must do so within six months of the date of our final response.
Alternatively, if you are based outside of the UK you can register your complaint on the Online Dispute Resolution (ODR) Platform using the link http://ec.europa.eu/consumers/odr/.
We will regard your complaint as closed in the following circumstances:
- once we have sent you a final response;
- where you have told us in writing that you accept an earlier response that we have sent to you; or
- if you refer your complaint to the FOS, when the FOS informs us that the complaint has been closed.
If you have any questions about our complaints process, please contact us.