Legal
Complaints procedure
How to raise a complaint, what happens next, and how to escalate if you remain dissatisfied.
This page is a structural placeholder. Final wording is owned by Compliance and will be published from the Regulatory Data Room.
1.How to complain
Placeholder: complaints may be submitted to the complaints contact published on our contact page.
2.Information to include
Placeholder: account reference, what happened, when, and the outcome you are seeking.
3.Acknowledgement
Placeholder: acknowledgement timeline — pending Compliance.
4.Investigation
Placeholder: how complaints are reviewed independently of the team involved.
5.Our response
Placeholder: final response timeline and content — pending Compliance.
6.Escalation
Placeholder: external escalation route — pending Compliance.
7.Records
Placeholder: complaints records are retained as required by regulation.