How to make a complaint

We follow the Financial Conduct Authority’s rules for dealing with complaints and are committed to investigating them thoroughly, promptly and fairly.

Our complaints procedure

At The Share Centre, we want you to be entirely happy with your investment and our service.
However, sometimes we do make mistakes or get things wrong. This page tells you how to make a complaint and how we will deal with it.

We will follow the rules set out by our regulator, the Financial Conduct Authority (FCA), for dealing with a complaint. It is always our aim to investigate customer complaints thoroughly, promptly and fairly.

Where to start

Please contact the department at The Share Centre you have an issue with. You can contact us by any means including letter, telephone or e-mail.

When using e-mail please be careful not to disclose your full account details. We will then do our best to resolve your concerns quickly and we expect that most complaints will be resolved at this stage.
If we are unable to resolve your complaint within 5 business days we will write to you to confirm we have received your complaint and that we are dealing with it. We will also keep you regularly updated until we are in a position to fully respond to your complaint. In the event a final response cannot be issued within four weeks, we will write to you advising on the progress of the investigation. If we cannot respond within eight weeks, we will write to you explaining why we are still unable to issue a final response and when we expect to reply.

If you are still unhappy

If your complaint meets the regulated complaint criteria defined by the FCA (or if eight weeks have passed since we first received your regulated complaint and we have been unable to issue a final response), we will advise you that you have the right to refer the complaint to the Financial Ombudsman Service (FOS).

The FOS is an independent service in the UK for settling disputes between businesses providing financial services and their customers. It is a free service for those customers. Their contact details are as follows:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone: 0800 023 4567
Email: enquiries@financial-ombudsman.org.uk
Web: www.financial-ombudsman.org.uk

The Financial Ombudsman is unable to consider your complaint until we have completed our investigation and given you a final response or if eight weeks have passed since we first received your regulated complaint and we have been unable to issue a final response.

Please note, we have made our complaints procedure simple to follow, so that you should not have to use a solicitor or seek professional help. If you choose to do this, you will be responsible for the costs.

Complaints data for The Share Centre Limited

The Share Centre Limited is committed to openness and transparency in our communications with customers and to meeting the standards of our industry regulator, the Financial Conduct Authority (FCA).

That’s why, in accordance with the FCA requirements, we publish complaints data every six months. Our latest data can be accessed here.

The Financial Ombudsman Service (FOS) also publishes complaints data from other financial businesses. The figures will help people to see how individual financial businesses handled their customer complaints. You can view the FOS complaints data by visiting www.ombudsman-complaints-data.org.uk