Complaints policy

1. Our commitment

We take complaints seriously. A clear, fair complaints process protects clients and tells us where the service needs to improve. Complaints are handled free of charge.

2. How to raise a complaint

Submit your complaint through the contact form on this website and select the "Complaint" category so it reaches the appropriate team.

3. What to include

To help us investigate quickly, please include:

• your name and account identifier;
• a clear description of the issue and when it occurred;
• the instruments, orders or transactions involved, if applicable;
• copies of any relevant correspondence or screenshots;
• the outcome you are seeking.

4. Acknowledgement and investigation

We will acknowledge your complaint promptly and investigate it impartially. Where the investigation takes longer, we will keep you informed of progress and expected timing.

5. Resolution

You will receive a written final response setting out our findings and any remedy within the timeframe required by applicable rules. If more time is needed, we will explain why and when a response can be expected.

6. Escalation

If you are not satisfied with the final response, it may be possible to refer the matter to an independent dispute-resolution body or the relevant supervisory authority. The final response will explain any available escalation route and applicable time limits.

7. Record keeping

Complaints, investigations and outcomes are recorded and retained in line with applicable regulatory requirements. Aggregate complaint data informs internal service reviews.

8. Contact

Questions about this policy can be raised through the contact form under "General question".