• Complaints will be considered by a senior member of the firm or a designated complaints handler.
• If the complaint cannot be resolved, it will be referred to an independent redress scheme such as an ombudsman

We will acknowledge receipt of your complaint within 7 working days.

If you have initially made your complaint verbally, whether face-to-face or over the telephone, please also make it in writing. This is to ensure that we fully understand exactly what your complaint is and have a written record of it.

We will investigate the matter and will aim to resolve it as quickly as possible.

You will be provided with a full response, or if that is not possible, an update on what is happening with your complaint within 21 working days.

The first stage of our complaints handling procedure will involve full consideration of your complaint

We will try to resolve the complaint to your satisfaction. If you are happy with the outcome of our investigation into your complaint, the matter will conclude.