Our Complaints Procedure

Has something gone wrong?

We aim to provide a professional and transparent online broking service. Normally things work perfectly, but occasionally something might not work out quite the way it was intended.

If you have a specific issue relating to the service we have provided then please complete the form below and provide as much information as you can.

We will investigate your concerns and try to resolve them within 24 hours of receiving your message.

Please keep in mind that:

• we have never charged upfront fees for our service
• we never make outbound calls so we can never have called you

Have you been charged fees?

We have never charged fees for our service and we will never call you (we don’t have a call centre). If for some reason you think we have then, unfortunately, you have been the victim of a scam by someone else.

There is no point completing a complaint form about fees as we will not respond to it.
For concerns relating to our service please complete the form below.

Alternatively, you can write to us at the correspondence address: Unit 75, Maddison House, 226 High Street, Croydon, Surrey, CR9 1DF

Once you have contacted us by using the form above or by writing to us we may still require further information from you. We may contact you to get this information.

We will investigate your complaint and write back to you with our findings. We aim to do this within four weeks. If we cannot meet this deadline we will let you know why and when we expect to be able to. If after eight weeks we have not been able to issue a final response, then we will write to you explaining:

• the reason for the delay
• when we believe we can provide the final response
• your right to refer the matter to the Financial Ombudsman Service
• Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Or you can phone them on: 0845 080 1800. If you’d like a bit more information you can visit their website: www.financialombudsman.org.uk