In the event that you, as an investor makes a complaint, below is a summary of our complaints handling procedure.  

How can you make a complaint? 

You can make a complaint by any reasonable means – for example, letter, fax, email, telephone or in person. It is free of charge to complain. 

What will we do once we receive your complaint? 

Your complaint will be referred to our Compliance Officer as soon as possible and we’ll promptly acknowledge it in writing.

In this acknowledgement we will provide the name and title of the person that is handling your complaint. We will also include a copy of our complaints handling policy for investors. 

Investigating and resolving your complaint 

We will investigate your complaint fairly and promptly to determine whether it should be upheld, and (if appropriate) determine remedial action and/or redress. We will set out our conclusions in a final response to you.

Our timetable for responding to you 

Once we have acknowledged your complaint, we will keep you informed of our progress. Within eight weeks of us receiving your complaint we will send you either a final response or a written response which explains why we are not in a position to make a final response to you and when we might be expected to provide one. 

If you are an eligible complainant, our response will also: 

  • Inform you that you may refer the complaint to the FOS; and 
  • Enclose a copy of 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 6 months of us sending you our Final Response. 

We will fully cooperate with the FOS and will promptly comply with any settlements or awards made by it. 


If you have any questions about our complaints process, you can contact our Compliance Officer, Vanessa Evanson-Goddard in one of the following ways: 

T +44 0208 106 1131


55 Drury Lane,
London, England WC2B 5SQ 


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