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Complaints Procedure

Last updated: [Date]

1. Our Commitment to Customer Service

At [Company legal name], we are committed to providing excellent customer service and resolving any issues you may have promptly and fairly. We take all complaints seriously and aim to resolve them to your satisfaction.

This complaints procedure outlines how to submit a complaint, what to expect from us, and your options if you're not satisfied with our response.

2. What Constitutes a Complaint?

A complaint is any expression of dissatisfaction about our services, products, or the way we conduct business. This includes, but is not limited to:

3. How to Submit a Complaint

3.1 Preferred Methods

We prefer complaints to be submitted through the following channels:

1
Online Complaint Form - Use the form below for detailed complaints
2
Email - Send to [email protected]
3
Phone - Call +1 (234) 567-890 during business hours
4
Post - Write to our complaints department at [Company Address]

3.2 Information to Include

To help us resolve your complaint quickly, please provide:

4. Our Complaint Handling Process

4.1 Acknowledgment

We will acknowledge your complaint within 24 hours of receipt (excluding weekends and public holidays). This acknowledgment will include:

4.2 Investigation and Resolution

We will investigate your complaint thoroughly and aim to provide a full response within 15 business days. During this time, we may:

4.3 Response

Our response will include:

5. Response Timeframes

5.1 Standard Complaints

Most complaints will be resolved within 15 business days of receipt.

5.2 Complex Complaints

For complex complaints that require extensive investigation, we may need up to 35 business days. If this is the case, we will:

5.3 Urgent Complaints

For urgent complaints (e.g., security concerns, immediate financial impact), we will:

6. Escalation Process

6.1 Internal Escalation

If you're not satisfied with our initial response, you can request escalation to a senior manager. This request should be made within 30 days of receiving our response.

6.2 Senior Management Review

The senior manager will:

7. External Dispute Resolution

7.1 Financial Ombudsman Service

If you remain dissatisfied after our internal process, you may be eligible to refer your complaint to the Financial Ombudsman Service (FOS) or equivalent in your jurisdiction.

Financial Ombudsman Service:
Address: [FOS Address]
Phone: +1 (234) 567-890
Website: [FOS URL]

7.2 Eligibility and Time Limits

You can refer your complaint to the FOS if:

7.3 Alternative Dispute Resolution

We may also participate in other alternative dispute resolution schemes, such as:

8. Regulatory Complaints

8.1 Financial Conduct Authority (FCA)

For complaints about regulatory compliance or conduct, you may contact:

Financial Conduct Authority:
Address: [FCA Address]
Phone: +1 (234) 567-890
Website: [FCA URL]

8.2 Data Protection Complaints

For privacy or data protection complaints, you may contact:

Information Commissioner's Office (ICO):
Address: [ICO Address]
Phone: +1 (234) 567-890
Website: [ICO URL]

9. Complaint Categories and Special Handling

9.1 Investment-Related Complaints

Complaints about investment performance, losses, or suitability are handled by our specialized investment complaints team, which includes:

9.2 Technical and Platform Complaints

Technical issues are escalated to our IT and platform teams, who will:

10. Compensation and Remedies

10.1 Types of Remedies

Depending on the nature of your complaint, we may offer:

10.2 Compensation Limits

Compensation is subject to:

11. Complaint Prevention

11.1 Learning from Complaints

We use complaints to improve our services by:

11.2 Proactive Measures

We also take proactive steps to prevent complaints:

12. Contact Information

12.1 Complaints Department

Complaints Team:
Email: [email protected]
Phone: +1 (234) 567-890
Address: [Company Address]
Hours: Monday-Friday 9:00 AM - 6:00 PM

12.2 Escalation Contacts

Senior Complaints Manager:
Email: [email protected]
Phone: +1 (234) 567-890

12.3 Regulatory Contacts

Compliance Department:
Email: [email protected]
Phone: +1 (234) 567-890

13. Submit a Complaint

Online Complaint Form: Use the form below to submit your complaint. We will acknowledge receipt within 24 hours and provide a full response within 15 business days.
Important: This complaints procedure is designed to ensure fair and prompt resolution of your concerns. We are committed to treating all complaints seriously and resolving them to your satisfaction.