Complaints Procedure

How to raise a complaint, who handles it, how long it takes, and where to escalate if our answer does not satisfy you.

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Legal
TEMPLATE — review with counsel. Complaint-handling timescales and the identity of the external dispute-resolution body are prescribed by regulation and differ by jurisdiction. Confirm both before publication.

Raising a complaint

If any part of our service falls short, tell us. Complaints are handled by a function independent of the staff involved, and raising one costs you nothing.

  1. Contact us in writingEmail [email protected] with the word "Complaint" in the subject line, or write to us at our registered office.
  2. Tell us what happenedYour account number, the dates and instruments involved, what you expected, what occurred, and the outcome you are seeking.
  3. We acknowledge within five business daysThe acknowledgement confirms who is handling the matter and gives you a reference.
  4. We investigate and respondWe aim to provide a final response within eight weeks. If we cannot, we will write to explain why and give a revised date.
  5. If you remain dissatisfiedYou may refer the matter to the relevant external dispute-resolution body. Our final response will tell you which body applies and how to contact it.

What we record

Every complaint is logged with its subject, outcome and the time taken to resolve it. The log is reviewed by senior management to identify recurring causes, and is reported to our regulator on the required cycle. Complaints are a source of information about our own failures, not a public-relations problem to be managed.

What falls outside this procedure

A trading loss caused by market movement is not in itself a complaint we can remedy, though if you believe a loss resulted from an error in our execution, pricing or platform, that is exactly the kind of matter this procedure exists to investigate.