Complaints

Maxcroft Securities hope that we meet the needs of our customers and try to ensure that we always provide an excellent service.

We understand that sometimes we get things wrong. We see complaints as an important way in which we can get customer feedback.

We will investigate all complaints fully and fairly and if you still remain dissatisfied we will direct you to The Financial Ombudsman Service to appeal.

You can make your complaint:

Your complaint

We aim to resolve complaints internally, fairly and at the earliest possible stage.

How we respond to complaints

We will aim to resolve your complaint by the end of three business days following receipt of your complaint. If this is not possible, we will send a prompt written acknowledgement to you as soon as reasonably practicable assuring you that we have received the complaint and it is being dealt with.

We will include in our letter the name and contact details of the individual dealing with your concerns who will be a person of complaint handling experience, knowledge and authority. You may contact this person at any time during business hours if you wish to add anything further or you simply wish to enquire on the progress made. We will also include a copy of this procedure.

If we need to investigate your complaint further to respond fully, we will tell you and keep you fully updated.

We will send you a final response as soon as possible but within 8 weeks of receipt of the complaint.

Our letter will explain that you will have ultimate recourse to The Financial Ombudsman Service if you remain dissatisfied after the eight weeks or the final response letter. We will enclose a leaflet from The Financial Ombudsman Service with our final response letter to assist you if you decide to pursue this further and advise you of The Financial Ombudsman website http://www.financial-ombudsman.org.uk

If you choose to refer your complaint to the Financial Ombudsman Service you must do so within six months of the issue date of our ‘Final Response’ letter.

If we do not provide our final response letter within eight weeks of receiving your complaint, you can refer your complaint to the Financial Ombudsman Service without it.

Contact details for the Financial Ombudsman Service

Authorised and regulated by the Financial Conduct Authority for consumer credit. This can be confirmed on the Financial Services Register, which can be found at http://www.fca.org.uk/register.