If you are not satisfied with any element of the services provided by us, you should write to us at the following address and it will be dealt with according to our complaints procedure

All complaints will be investigated and the complainant will be contacted in writing regarding the matter within the following timescales:

Within 5 working days of receipt of a complaint we will send:

a)     An acknowledgement of the complaint, confirming our Complaint Procedure. 

b)     If a final response has been established we will acknowledge the complaint and provide the resolution in the same letter.

Within 4 weeks of receipt of a complaint we will send

a)     The final response which will, if applicable, offer appropriate redress or

b)     A holding letter which will explain why we are unable to offer a resolution at this time but will advise of when we will be in a position to make further contact.

Within 8 weeks of receipt of complaint we will send

a)     The final response which will, if applicable, offer appropriate redress or 

b)     A further letter explaining why we are still unable to offer a resolution and when further contact will be made, which will be within 14 weeks of receipt
        of complaint. This will also advise that it may now be possible for the complainant to refer to the Financial Ombudsman Service (FOS) and a booklet will be
        enclosed providing full details.

If you are not satisfied

If you are not satisfied with our reply to your complaint you can refer your complaint to either The Financial Ombudsman Service (FOS) or the Pensions Ombudsman. Complaining to either of these organisations will not affect your right to take legal proceedings. Where your unresolved complaint concerns the administration of your SIPP you should in the first instance direct your complaint to The Pensions Ombudsman, who are an independent organisation who will adjudicate between you and us on your complaint of maladministration. They can be contacted at:

The Pensions Ombudsman
11 Belgrave Road
London
SW1V 1RB
Tel: 0207 8210065
Email: enquiries@pensions-ombudsman.org.uk

Where your complaint concerns the marketing of our SIPP you should in the first instance direct your complaint to the FOS, who provide consumers with a free independent service for resolving disputes with financial firms. They can be contacted at:

The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
Tel: 0845 080 1800
Email: complaint.info@financial-ombudsman.org.uk

We are covered by the Financial Services Compensation Scheme (FSCS). This means that if we become insolvent you may be able to claim compensation. Further details are available on request from the FSCS at:

The Financial Services Compensation Scheme
7th Floor
Lloyds Chambers
Portspoken Street
London
E1 8BN

Click here for a PDF copy of our complaints procedure