Complaints Procedure

RECENT TRANSACTIONS If for any reason you feel dissatisfied with any aspect of our service, in the first instance you should contact either your TPI point of contact, or our Client Services Team on: 0203 621 4120, or email us at Compliance@turnerpope.com

The vast majority of complaints can be dealt with within 24 hours.

We will do everything we can to address your complaint within 24 hours and attempt to put things right as quickly as possible. If we are unable to resolve the matter then we will let you know and treat your dissatisfaction as a formal complaint.

We will investigate your complaint objectively with a view to understanding the facts, enabling us to assess whether we have acted fairly whether we consider your complaint to be justified. A full written response will be provided within eight weeks of receiving the complaint. We will keep you regularly updated with the progress of your complaint.

If you do not feel that your complaint has been resolved satisfactorily by the Compliance Department at TPI, you are able to refer your complaint to the Financial Ombudsman Service. The Financial Ombudsman Service is an independent organisation that was established to resolve disputes between Financial Institutions and their Customers.

Any reference to the Financial Ombudsman Service must take place within six months of our final response letter, you should also be aware that if you are categorised as a Professional Client you may not be deemed as an eligible complainant.

The full contact details of the Financial Ombudsman Service are:

Address:
Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Telephone numbers: 
0800 023 4 567 – calls to this number are now free on mobile phones and landlines
0300 123 9 123 – calls to this number cost no more than calls to 01 and 02 numbers

These numbers may not be available from outside the UK – so please call from abroad on +44 20 7964 0500.

Email: complaint.info@financial-ombudsman.org.uk

Website: http://www.financial-ombudsman.org.uk