Please complete the below form which will then be sent directly to the Head of Compliance who will acknowledge receipt and explain what action will be taken.

Stage One

  • Informal resolution stage
  • The team aim to respond to any query or complaint within 2-3 working days
  • If it will take longer, we will provide an update
  • Complainant writes to the Head of Compliance if they remain unhappy

Stage Two

  • Complaint form completed and sent to Head of Compliance
  • Head of Compliance acknowledges receipt within 5 working days
  • Within a further 10 working days Compliance will investigate and respond in writing

Stage Three

  • Complainant writes to the Director of Legal & Commercial if they remain unhappy
  • Director acknowledges receipt within 5 working days
  • Within a further 10 working days the Director will conduct a review and respond in writing

Stage Four

  • The complainant may refer their complaint to Ombudsman