Contact us
T:+44 (0)207 318 0600
F:+44 (0)207 318 0058

  1. Floreat House
  2. 33 Grosvenor Street
  3. London
  4. W1K 4QU
  5. United Kingdom

Feedback or complaints

We welcome any other feedback you might have as we’re constantly looking to improve our service. Should you have any feedback for us, or you’d like to make a complaint, please get in touch.
Making a complaint
We hope that you never have reason to complain or be dissatisfied with our service.  However, if you do have cause to complain, we promise to deal with your complaint promptly, fairly and to investigate all issues you raise. Should you wish to make a complaint, contact us:
A: Head of Compliance, Floreat House, 33 Grosvenor Street, London W1K 4QU

How we will aim to resolve your complaint
If your complaint is unable to be resolved immediately, we will write to you to confirm receipt of your complaint and set out the process we follow when investigating it. Within eight weeks, we will write to you with a final response and a holding letter explaining a) any reason for delay, b) when you can expect to hear from us, and c) your right to refer to the Financial Ombudsman Service (or to wait for our final response).
The Financial Ombudsman Service
We aim to resolve any complaints we receive internally. However, if you are not satisfied with our response, or if eight weeks have passed since you first brought the complaint to our attention, you have the right to refer to the Financial Ombudsman Service, a free and independent service for resolving disputes between customers and financial services institutions. You must contact them within six months of the date of any final response being issued.

A: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
T: 0800 023 4567 or 0300 123 9123