If you are unhappy with any aspect of the service you receive from us then we would like to hear from you. This will give us the opportunity to put matters right and to improve the service we provide to all our clients. In the first instance please contact your Financial Planner or Investment Manager where applicable by email, telephone or letter.

Alternatively, you can contact our Head of Client Services, using this link or write to us at:

Client Services Team
Risk and Compliance Department
12 Smithfield Street
London
EC1A 9BD

When you do contact us to make a complaint please make sure you provide us with the following information:

  • Your full name, address, account details and your telephone number and a convenient time to contact you.
  • A full description of your complaint and what you want us to do to resolve your complaint.
  • Copies of any relevant documentation you wish us to consider as part of the complaint investigation.

We aim to resolve all complaints as quickly as possible so please provide us with all the information needed to allow us to investigate your complaint.

If we fail to resolve your complaint to your satisfaction, you may be able to refer it to the Financial Ombudsman Service in the United Kingdom or the equivalent service in Ireland or Jersey.

You can obtain a copy of the Financial Ombudsman Service explanatory leaflet from us or directly from the Financial Ombudsman Service at:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

e-mail: complaint.info@financial-ombudsman.org.uk

Telephone (from within the UK):

0800 023 4567
(calls to this number are now free on mobile phones and landlines).

0300 123 9123
(calls to this number cost no more than calls to 01 and 02 numbers).

These numbers may not be available from outside the UK – so please call from abroad on +44 20 7964 0500.