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Complaints are taken seriously.
Our Commitment
Effective complaints handling is an integral part of delivering excellent customer service. Every client and potential client is important to us, and we believe you have the right to receive fair, efficient, and courteous treatment at all times.
Your feedback plays a crucial role in helping us maintain and improve our standards. Whether positive or negative, we value your comments as they allow us to refine our processes, strengthen our team, and enhance the overall quality of our services and products.
If you are dissatisfied with any aspect of our service, we encourage you to raise your concern with our team by email, post, or telephone. When submitting a complaint, please include: Your full name, registered email address, and any relevant reference (such as a transaction ID). Your account number or company name (if applicable). A clear description of the issue, including any supporting details that may assist our investigation.
Effective complaints handling is an integral part of delivering excellent customer service. Every client and potential client is important to us, and we believe you have the right to receive fair, efficient, and courteous treatment at all times.
Your feedback plays a crucial role in helping us maintain and improve our standards. Whether positive or negative, we value your comments as they allow us to refine our processes, strengthen our team, and enhance the overall quality of our services and products.
Our complaints team will always aim to resolve matters promptly, professionally, and fairly.
Stage 1 – Acknowledgement
Once your complaint is received, you will receive an acknowledgement within 48 hours, either verbally or in writing. For email submissions, a unique reference number may be assigned so you can track the progress of your case.
Stage 2 – Investigation and Response
Your case will be reviewed in detail, and we will confirm what actions have been taken to address your concern. A full response will typically be issued within 15 business days. You will be kept informed throughout the process if additional time is required.
Stage 3 – Escalation
If you are not satisfied with the initial response, your complaint may be referred to a more senior member of staff or a compliance officer for further review.
We are committed to resolving complaints through our internal process whenever possible. However, if you remain dissatisfied with the outcome, you may have the right to refer your complaint to an independent dispute resolution body or financial ombudsman, depending on your jurisdiction and the nature of your complaint.
The relevant authority will independently review the facts of the case and issue a decision in line with their procedures. Full contact details for the appropriate ombudsman or dispute resolution service will be provided upon request or in our formal response.
While we aim to make our complaints process open and straightforward, you have the right to seek independent advice or appoint a representative—such as a solicitor, financial adviser, or third-party complaint-handling firm—to act on your behalf. Please note, We do not charge clients for investigating complaints and we are not responsible for any fees charged by third-party representatives engaged at your discretion. We view all feedback and complaints as opportunities to improve. Our objective is not only to resolve your issue but also to strengthen our relationship with you through transparency, accountability, and professionalism.