Contact the Compliance Manager

Contact the company Compliance Manager, Elman Avallone, on [email protected] or 0210 221 0125. Tell him who you are, the reason for your complaint, your concerns and what you would like done about your complaint.

We investigate and respond

The Compliance Manager may ask you to put your complaint in writing so that we can investigate. We promise to come back to you within 10 working days. Our response may be in writing. As part of managing your complaint, we may invite you to meet with us to discuss your concerns and try resolve the complaint.

A written proposal, if needed

If we are unable to come to a resolution, or if you choose not to meet with us, we will then provide you with a written proposal to resolve your complaint.

You respond in writing

We request that you advise us in writing within 10 working days if you accept or not accept our proposed resolution. You can, of course, suggest another way of resolving your complaint.

Resolution or mediation

If we accept your preferred resolution, we will undertake to implement that resolution as soon as possible. If we decline your preferred resolution, we may invite you to mediate the dispute.

End of our process

If we agree to mediate the complaint but don't settle the complaint at mediation, or we do not agree to mediate the dispute, then that will be the end of our process.