Regulatory Information

Complaints Procedure

If you are unsatisfied with our service, then let us know

If you are unhappy about any aspect of our service, please tell us and we will do our best to fix it. We aim to resolve any issues before a complaint becomes necessary, but if you do still want to complain then our established complaints procedure is intended to ensure that your complaint is dealt with as quickly and effectively as possible.

Our approach to complaints is to take them very seriously. In the event that you have reason to complain, we prefer to talk to our clients straight away in order to resolve matters swiftly and satisfactorily. Therefore, please be sure to include a telephone number.

Making a complaint

All formal complaints should be sent in writing to or addressed to the Compliance Officer at Reyker Securities plc, 17 Moorgate, London EC2R 6AR.

We will aim to resolve your complaint as quickly and effectively as possible in accordance with our internal complaints procedure.

Where we are acting as custodian for you in relation to products promoted by a third party, it may be that the complaint is most appropriately addressed by that third party, in which case we will endeavour to provide you with contact details immediately and in any event within one working day. If you are uncertain as to where you should direct your complaint, please give us a call on 020 7397 2586 and we will be pleased to assist you.

Our complaints handling procedure

We are required to deal with complaints within the timeframe laid out below, although in practice if it is possible to resolve a complaint more quickly we will always strive to do so.

Within five business days

On receipt, we will acknowledge your complaint, confirm the team who are dealing with your complaint and provide a summary of your complaint.

Within four weeks

We will send you a final response to your complaint, or alternatively send a response explaining why we are not in a position to resolve the complaint and when we will make further contact.

Within eight weeks

Upon resolution of your complaint we will send you a final response letter, which sets out the nature of that resolution and any applicable remedy.

Referring a complaint to the Financial Ombudsman Service

If for any reason you are dissatisfied with our final response, please note that you are entitled to refer your complaint within six months to the Financial Ombudsman Service. A leaflet setting out the procedure for referring a complaint to the Ombudsman is enclosed in the Financial Ombudsman Service leaflet, which will be sent to you with our final response. To contact the Ombudsman, you can write to The Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR, email or call 0845 080 1800.