Complaints Policy
In the event of a complaint regarding our service, please write to: The Compliance Officer, 78 Mount Ephraim, Tunbridge Wells, Kent TN4 8BS.
When we receive your complaint we will log it in our register and try to resolve the matter straight away. If we are unable to do this, we will normally provide a written acknowledgement of your complaint within 3 business days of its receipt.
Once our investigations are complete, we will write to you with our final response. Unless we have been able to resolve the matter straight away, our final response will notify you of your right to refer your complaint to the Financial Ombudsman Service (FOS) if you remain dissatisfied – a copy if the FOS leaflet will also be included.
You may contact the Financial Ombudsman Service at South Quay Plaza, 183 Marsh Wall, London E14 9SR.
