We want to give you the best customer service we can and will always try to resolve any issue you have quickly and positively. On the odd occasion when things do go wrong, please get in touch by email or phone and we will be happy to help.
If you are not happy with our service in any way, you have the right to make a formal complaint. As part of our ongoing commitment to quality and control, and to comply with our regulatory obligations, we have established procedures to ensure that any complaints received from former, potential or existing customers are dealt with in a timely and satisfactory manner.
The Financial Conduct Authority (“FCA”)
We are not regulated by the FCA as we do not carry out any activities covered by the FCA. We do not offer any clients financial advice in relation to any of the ISAs that we market on behalf of or any other product.
Your right to complain
As our customer, you have the right to complain to us if you believe that you have suffered financial loss, material distress or inconvenience as a result of actions taken by our employees during the course of their employment or by actions we have taken.
Our undertaking to you
When we receive a complaint from you, we will take the following steps towards resolving your complaint:
- Within 5 working days, we will consider the grounds of your complaint and provide a suitable explanation and/or offer appropriate redress by way of an apology or financial compensation, or if we cannot resolve the complaint, then; Within 14 working days we will provide you with a written acknowledgement of receipt of your complaint, and if we have still not been able to reach a conclusion within this time we will write to you explaining why we have not and we will tell you when we expect to be able to reach a conclusion.
- Within 4 weeks of receipt of your complaint we will reply to you and provide an explanation of the action we took as a means towards resolving the complaint and we will further offer redress by way of an apology and compensation, if appropriate.
- Within a further 4 weeks (8 weeks from receipt of the original complaint) we will write to you with our final response, explanations and any offer for redress. If you have not received a reply from us that is satisfactory to you within 8 weeks, then you are entitled to pursue further action against us that you deem is suitable, such as taking legal action.
Please send all complaints in writing to:
Keystone Portfolio Limited