COMPLAINTS POLICY

How do I make a complaint?

Whilst we always strive to provide you with the best possible service, sometimes we can get something wrong. If you are unhappy with any aspect of our service and would like to make a formal complaint or for us to investigate any issues or concerns further, then please write to. You can:

Email: info@alexanderbonhill.co.uk

Call: 0345 050 2105

Write: 1 Great Tower, EC3R 5AA

How long will it take?

We will immediately carry out an independent investigation of your complaint and will provide a written response. If we cannot resolve your complaint within three (3) business days, then we will write to you formally confirming that we will continue with the investigation into your complaint, providing you with an update within 4 weeks. In exceptional circumstances, we may take up to a maximum of eight (8) weeks to provide you with a response, although we endeavour to provide you with a response before this date.

What if I am unhappy with the response?

If we are unable to resolve your complaint to your satisfaction, and you are an eligible complainant as defined by the Financial Conduct Authority, you will have recourse to the Financial Ombudsman Service. Details of the Financial Ombudsman Service are:

Address and Email:

Financial Ombudsman Service
Exchange Tower
London, E14 9SR
complaint.info@financial-ombudsman.org.uk

Telephone Numbers and Website:

0800 023 4567 (helpline)

0207 964 1000 (switchboard)
+44 20 7964 0500 (for calls from outside the UK)

(18002) 020 7964 1000 (calls using Relay UK)
0300 123 9 123 (calls to this number cost no more than calls to 01 and 02 numbers)

www.financial-ombudsman.org.uk

You may also be able to refer your complaint via the EU Online Dispute Resolution (ODR) platform http://ec.europa.eu/odr.