We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the timeframes set out below.
In the first instance your complaint should be sent by email to:
Name: Sam Oliver
We will send you an email acknowledging receipt of you complaint within three working days of receiving it, enclosing a copy of this procedure – in this email we will confirm the name of the member of the Senior Management team which has been allocated to your case.
We will then investigate your complaint. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement email.
If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a different member of the senior team. This will information will be confirmed to you in our acknowledgement.
We will email you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
If you are still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from the Group Compliance Officer for e prop services Ltd for which we are part of and who is independent to our business area. This response will be our full and final response. It is important that you set out in writing why you remain unhappy with the two previous reports
Name: Paul Offley FNAEA, MARLA
Position: Group Compliance Officer
Address: 121 Park Lane, Mayfair, London W1K 7AG