At The Share Centre, we want you to be entirely happy with your investment and our service.

However, sometimes we do make mistakes or get things wrong. This page tells you how to make a complaint and how we will deal with it.

We will follow the rules set out by our regulator, the Financial Services Authority, for dealing with a complaint. It is always our aim to investigate customer complaints thoroughly, promptly and fairly.

where to start

Please contact the department at The Share Centre you have an issue with. You can contact us by any means including letter, telephone or email.

When using e-mail please be careful not to disclose your full account details.

We will then do our best to resolve your concerns quickly and we expect that most complaints will be resolved at this stage.

If, however, we are unable to resolve your complaint by the close of the next business day, it will be referred to our Compliance Team.

They will write to you to confirm that they have received your complaint.

They will then aim to deal with it within 10 business days and write to you again with their findings. If they are not able to do this they will write to you with an update.

If you are still unhappy

If we are unable to resolve your concerns you can refer your complaint to the Financial Ombudsman, whose address is:

The Financial Ombudsman is unable to consider your complaint until we have completed our investigation and given you a final response.

Please note

We have made our complaints procedure simple to follow, so that you should not have to use a solicitor or seek professional help. If you choose to do this, you will be responsible for the costs.