Important Information

Complaints Procedure

If you have any complaint about the firm, or a service we have provided, please let us know by writing to our office address or by email or telephone. We will acknowledge your complaint and promise to deal with it in a fair and objective manner. An impartial review by an independent third party will be carried out and we will aim to provide you with a full written response within eight weeks and keep you regularly updated on the progress of your complaint. If we are unable to resolve a complaint to your satisfaction, you will usually have the right to take your complaint to the Financial Ombudsman Service http://www.financial-ombudsman.org.uk/.

The Financial Ombudsman Service is an independent organisation that was established to resolve disputes between financial institutions and their customers. Information on the Financial Ombudsman Service can be found at their website www.financial-ombudsman.org.uk or by writing to Financial Ombudsman Service at Financial Ombudsman Service, Exchange Tower, London. E14 9SR.

Financial Services Compensation Scheme (FSCS)

We are covered by the Financial Services Compensation Scheme (FSCS) and you may be entitled to compensation from the scheme if, for any reason, we cannot meet our obligations. This will depend on the type of business and the circumstances of the claim.

The current compensation limits are:

• Investments – Most types of investment business are covered up to a maximum limit of £85,000.
• Insurance – Advising and arranging are covered for 90% of the claim, without any upper limit.
• For compulsory classes of insurance, advising and arranging is covered for 100% of the claim, without any upper limit.

Where it is appropriate to do so, we may recommend products or funds that are not based in the UK. In the event that the providers of such funds are unable to meet their obligations, these are not covered by the FSCS compensation arrangements. If the product or fund is based in the European Economic Area (EEA), you may be covered by the local investor compensation scheme. We will make you aware if our recommendation includes such products or funds. Further information about the compensation scheme arrangements is available from the FSCS www.fscs.org.uk/consumer.