Complaints Policy

Last updated: 27 April 2026

The management of all complaints is in partnership with our customers, and we operate in accordance with their internal complaints process.

Aims and objectives

The aim of the Complaints Policy is to ensure that all customer issues and complaints are dealt with as promptly, efficiently and effectively as possible. Our customers have one point of contact when dealing with their complaint from start to completion, ensuring a swift and trouble-free resolution. We have dedicated staff to deal with customer complaints, with the autonomy to make the overall decision on the issue.

How we handle complaints

• All complaints are taken seriously and resolved promptly.
• All complaints are acknowledged within one hour of receipt.
• We endeavour to resolve and close all complaints within two working days maximum.
• The customer is notified each day after the complaint has been opened.
• Where a complaint needs to remain open for longer than five days, the customer is given a guideline as to when it will be closed.
• A complaints database logs all issues to maintain a robust audit trail.
• All issues are dealt with by senior management or the Compliance Manager immediately, to prevent them becoming a complaint.
• On conclusion, a resolution communication is sent to complete the process, or verbal confirmation is given where a letter is not required.
• If a complaint is rejected, a Complaint Closure letter is sent to the customer.
• If the customer is dissatisfied with the resolution, they have a right of appeal to the Directors.