Whilst we will make every effort to maintain the highest standards of customer service, we recognise that occasionally things go wrong. There may be occasions when we fail to satisfy the requirements of our customers and we have in place procedures to investigate and remedy any area of concern.
We take all complaints seriously and aim to resolve them fairly and promptly. The information below explains how you can complain and how we will deal with it.
If you need to make a complaint, in the first instance, you should contact us either in writing to:
Compass London Markets Ltd
40 Lime Street
or, by telephone / fax on Telephone 0800 6123 654
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.
If your complaint relates to activities or services provided by another party, we will ensure that your complaint is appropriately forwarded in writing, and will track the progress of the complaint and responses of that party.
After our final response has been issued, if you still cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service, for an independent assessment and opinion.
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;
visit the web-site at http: www.financial-ombudsman.org.uk
call on 0800 023 4567 or 0300 123 9123
write to them or visit them at the Financial Ombudsman Service, Exchange Tower, London, E14 9SR
You can find out more information here:
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 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.