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Complaints

How do I make a complaint?

You are able to make a complaint by emailing helpdesk@assetzexchange.co.uk or by letter to Assetz Exchange Ltd, New Derwent House, 69-73 Theobalds Road, London, United Kingdom, WC1X 8TA, Please include the following information so that we can investigate your complaint as quickly as possible:

  • Subject: “Official Complaint”
  • Your name (as it appears on our system)
  • Details of how we may best contact you
  • What your complaint is about
  • A description of what happened, and when
  • Any losses you believe you may have suffered
  • What you think we could do to put things right

We will acknowledge receipt of your complaint within five business days and attempt to resolve it as soon as possible. When we acknowledge receipt of your complaint we will provide a point of contact so that you are able to contact us during the investigation. We will also provide regular updates if we are unable to resolve your complaint immediately.

If we are unable to resolve your complaint within four weeks, we will provide an update to explain the delay in providing our final response. If we are unable to resolve your complaint within eight weeks – or if you are unhappy with our final response – you can refer your complaint to the Financial Ombudsman Service.

Please note

If you wish to refer your complaint to the Financial Ombudsman Service you must do so within six months of the date that our final response was issued.