2022-03-22 GDD

What if something goes wrong?
Where a customer is unhappy with the service we have provided, it is important to us to try
and resolve the matter as quickly and fairly as possible. Part of the role of our compliance
department is to investigate and manage the resolution of any customer complaints or
expressions of dissatisfaction.
If you have a complaint, you can contact a member of our compliance department at our
main office address. However, all our staff are trained to deal with customer complaints and
ensure these are passed on the compliance department. Please be aware that you do not
have to make a complaint in writing. A verbal complaint is sufficient for us to act.
When we receive a complaint, we will try to acknowledge it, in writing, within 5 working
days. Our acknowledgement will set out our understanding of the matter that has caused
concern or dissatisfaction and will request any further information that we require in order
to proceed with an investigation.
We will try to complete our investigation as soon as possible, at which point we will write
back to you proposing how we intend to resolve matters. Typically, we will do this within a
period of eight weeks. However, in the event that this is not possible, we will write to you
explaining the reason for the delay.
If you are not satisfied with our proposal to resolve your complaint, or we are unable to
finish our investigation within eight weeks, we will invite you to refer the matter to the
Financial Ombudsman Service. The Ombudsman will act on your behalf, without charge,
and their decision is binding on the firm.
Page 14 of 34 General Disclosure Document 23/3/2022