At The Share Centre, we want you to be entirely happy with your investment. However, sometimes we do make mistakes or get things wrong. This section 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 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 e-mail, although 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.

If we are unable to respond quickly we will write to you within 2 business days to confirm that we have received your complaint. We’ll then aim to deal with it within 10 business days and write to you again with our findings. If we are not able to do this we will write to you with an update. We expect that most complaints will be resolved at this stage.

If you are still unhappy

If you feel the department you have the issue with hasn't dealt with your complaint properly, you can ask for your complaint to be referred to the Compliance Team:

A separate, independent, investigation will be carried out and our final response will be sent to you within 8 weeks of us receiving your original complaint.

next steps

If the Compliance Team’s final response is unable to resolve your concerns you can write 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.