Complaints

We are committed to delivering the highest standards of customer care. We are always interested in your feedback and you can contact our complaints team using the following details:

Email : This email address is being protected from spambots. You need JavaScript enabled to view it..

Whilst we will make every effort to maintain the highest standards, we recognise that there may be occasions when we fail to satisfy the particular requirements of our customers. We therefore have in place procedures to investigate and remedy any area of concern. 

In such circumstances we promise:

  • To acknowledge any formal complaints in five working days or less
  • To have complaints and expressions of dissatisfaction reviewed fairly and independently by a person of appropriate seniority and authority
  • To identify the person managing your complaint in our original letter of response
  • To respond fully to your concern or complaint within four weeks or less. If for any reason this is not possible, we will write to you to explain why we have been unable to conclude the matter quickly. We will also let you know when we will contact you again.
  • If we have been unable to resolve your complaint in eight weeks, we will write to you explaining the reason as to why this has not been possible. We will also advise you of your right to refer your complaint to the Financial Ombudsman Service. 

Financial Ombudsman Service

If you still feel that we have not been able to resolve the matter to your satisfaction, after this process you may have the right to refer your complaint to the Financial Ombudsman Service; the address is:

The Financial Ombudsman Service Exchange Tower London E14 9SR Tel: 0300 123 9123 Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

If you take any of the action above, it does not affect your statutory right to take legal action.

Online Dispute Resolution Platform

The European Commission has established an Online Dispute Resolution Platform (ODR Platform) http://ec.europa.eu/consumers/odr/index_en.htm that is specifically designed to help EU consumers who have bought goods or services online from a trader based elsewhere in the EU and subsequently has a problem with that online purchase. The ODR platform will refer your complaint to the Financial Ombudsman Service which will pass it on to Compass.


Compass

4th Floor, 40 Lime Street, London, EC3M 7AW

Tel: 0800 6123 654 |

Compass London Markets Ltd is registered as a limited company in England and Wales No. 9410832. Authorised and regulated by the Financial Conduct Authority FRN 690689 Registered Office: 1 Westferry Circus, Canary Wharf, London E14 4HD. 

Compass Broker Networks Ltd is registered as a limited company in England and Wales No. 10118181. Registered office 1 Westferry Circus, Canary Wharf, London E14 4HD.

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