Complaints procedure
Our aim is to provide you with the highest standards of service, but we appreciate that sometimes, unfortunately, things can go wrong.
Letting us know when you are unhappy with your experience gives us the opportunity to put things right and make sure that we continue to improve to deliver the best possible service in the future.
If you would like to make a complaint, please use the contact information below and we’ll acknowledge your complaint within 5 working days. Alternatively, we can log your complaint or query if you contact us.
The below summarises the six steps of our complaints handling process:
- Step 1 Contacting Us:
Ways to contact us:
Compliance Officer – Marc d’Abbadie
Email address; complaints@rivercapitaluk.com
By post; Address; Suite 6C, The Plaza, 100 Old Hall Street, Liverpool L3 9JQ
By Telephone; 0151 236 4040
- Step 2 Acknowledging your complaint:
We understand that resolving your complaint quickly is of the utmost importance, but to ensure we reach a fair outcome for you, we want to conduct a thorough investigation and this can take time.
We will write to you to acknowledge your complaint within 5 working days from the receipt of your complaint.
- Step 3 Investigating your complaint:
Our compliance officer or another independent senior member of staff will investigate your complaint (independent from the subject matter).
They will assess the details of your complaint thoroughly, fairly and impartially in order to reach a decision. To help with their investigations, they may need to contact you to request any additional information they will need.
- Step 4 Keeping you updated on our progress:
Our aim is to reach a conclusion within 4 weeks of the receipt of your complaint, but this can depend on the complexity of your case. If we have not resolved your complaint by this time we will ensure you are kept updated on the progress of our investigations.
- Step 5 Informing you of our decision:
We will always endeavour to inform you of our decision over the telephone.
Where we have not been able to discuss our decision over the telephone we will confirm our decision in writing in a final response letter but we may still want to discuss the outcome with you. This letter will detail a full account of our findings and the rationale for our decision. In the event that your complaint has not been resolved within 8 weeks from the date of receipt, we will either provide you with a final response letter, or a further update on the progress of our investigation, explaining why we are not yet in a position to provide you with our final response.
At this point, we will also inform you that you have the option to refer your complaint to the Financial Ombudsman Service and provide you with a booklet giving you further details on the service they provide.
- Step 6 The Financial Ombudsman Service:
If you are not happy with our final response or, 8 weeks have passed since you initially raised your complaint with us you may refer your complaint to the Financial Ombudsman Service.
The Financial Ombudsman Service was set up by law to give most consumers a free, independent service for resolving disputes with financial firms.
If you have a complaint you should always contact us first. The Ombudsman will only consider your complaint once you have attempted to resolve it directly with us.
You have a period of 6 months in which to refer to the Ombudsman. The 6-month period starts from the date of the final response.
The contact details of the Financial Ombudsman Service are as follows:
- The Financial Ombudsman Service
- Exchange Tower
- London
- E14 9SR
- Telephone: 0800 023 4567 or 0300 123 9 123
- Email: complaint.info@financial-ombudsman.org.uk
- Website: www.financial-ombudsman.org.uk