Complaints Procedure

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:


Please send all complaints in writing to:

Keystone Portfolio Limited
Canonsleigh House,
Burlescombe,
Nr. Tiverton,
Devon,
EX16 7JF.