Our aim is to provide a high level of service to all our clients all of the time. We value all feedback and use it to enhance our products and services.
In the event that you feel dissatisfied
In the event that you feel dissatisfied with any aspect of our service, you should first contact our client support team by email [email protected] or on 020 3026 4750, who will try to resolve the problem. When detailing your complaint, please give as much information as possible.
If they are unable to resolve the matter promptly they will refer it as a complaint to PrimaryBid’s compliance department, which operates independently from the business. You may also contact them directly by email at [email protected]. They will carry out a full, impartial investigation and taking into account all relevant factors, may offer redress or remedial action where appropriate.
You will first receive an acknowledgement to confirm receipt of your complaint and then a full written response will be provided to you within 8 weeks of receipt.
If you do not feel that your complaint has been resolved satisfactorily, you are able to then refer your complaint to the Financial Ombudsman Service (FOS), free of charge. The FOS is an independent organisation that was established to resolve disputes between financial institutions and their customers. Details of the FOS, including their explanatory leaflet, will be provided in our final response to your complaint.
The Financial Ombudsman Service will only consider your complaint once we have issued our final response. If you would like the FOS to consider your complaint, you will need to refer it to them within six months of the date of our final response.
The address of the FOS is:
The Financial Ombudsman Service