How do I make a complaint?
We recommend you put your complaint in writing however you can get in touch with us by whatever method suits you best – post, phone or email.
Please address your correspondence to Compliance at:
135-137 New Bond Street
London W1S 2TQ
Tel: +44 (0) 207 190 7940
How will my complaint be handled?
We will try to resolve your complaint as quickly as we can, preferably within 24 hours. At the latest, we will acknowledge it within five working days.
Our aim is to address your concerns in our initial response. Sometimes, however, a longer investigation is required. In these cases we try to complete our review within four weeks. If that is not possible, we will explain why – and let you know when you can expect to hear from us again.
We hope that you will be satisfied with our response. If we do not hear from you within eight weeks, we will treat your complaint as settled and close our files. Should you subsequently inform us that you are still unhappy, we will review your complaint again.