Make a complaint
If you are not happy with any aspect of our service, you can contact us by submitting the online form or by contacting us on any of the methods here.
We will aim to investigate, respond to and resolve your complaint as soon as we can. If you haven't heard from us within five working days, then please don't hesitate to call the team on 0141 220 2958 for an update.
If we can resolve your complaint within three days, you will be sent a Summary Resolution Letter. If not, you will receive a Final Response Letter after the complaint has been fully investigated and an outcome reached. You may receive other letters from us depending on the time it takes us to reach a decision on your complaint, such as an acknowledgment letter or holding/progress letters.
If you disagree with the decision, or if we take longer than 8 weeks to complete our investigation, then you may be entitled to refer the matter to the Financial Ombudsman Service (FOS) for an independent assessment and opinion. Further information can be found at www.financial-ombudsman.org.uk
IMPORTANT - DISCRETIONARY COMMISSION COMPLAINTS
Please be aware if your complaint relates to a discretionary commission arrangement, and was made to us on or after 17th November 2023, then you will not receive a final response or outcome within eight weeks. These types of complaints and how they should be handled are currently being reviewed by the FCA and, as such, they have asked us to pause any response until 25th September 2024.
If you have received a response and you are not happy, you now have longer to take your complaint to the Financial Ombudsman Service. Usually, you have 6 months from receiving a response but that has been extended up to 15 months if you receive a final response between 12th July 2023 and 20th November 2024. For more information please refer to –