COMPLAINTS HANDLING PROCEDURE

Feedback in important.

We welcome your feedback and complaints and view these as an opportunity to improve our services.

What can you expect when you make your concern known to us?

Our aim is to resolve your concern at the first point of contact, if we can, or within 5 business days. If we are unable to resolve your concern at the first point of contact, we will let you know and will then refer your concern to our Compliance team.

We will act promptly to understand your concerns.

Our Compliance team will send a complaint acknowledgment to you within 1 business day. Our complaint acknowledgment will include a copy of this complaints handling procedure or direct you to our website where you can access this procedure. We may request you to provide additional information at this stage.

We will then assess your concern in a fair and objective manner and endeavor to find a solution for you.

We will keep you updated.

We will provide you with regular progress updates, and if any additional information is required, we will let you know promptly.

Outcome.

We will endeavor to provide an outcome that is fair, transparent, and timely.

If we do not resolve your complaint within 5 business days, we will let you know the outcome of your complaint in writing.

Vulnerable Customers

We provide additional support for people in vulnerable circumstances. If you believe that you are vulnerable, please let us know.