We always aim to achieve the high standards and works in full compliance of the industry rules and standards. We aim to achieve success for our clients, ethically and appropriately.
Sometimes, things don't go as planned, and it's important that we take any complaints seriously, so if you have any issues, please follow the procedure below.
What is a complaint?
If you tell us that you are not satisfied with the service that we provide, we will consider this a complaint. We find that if an issue arises, it's best to talk to us and we can usually resolve your issue immediately, though if you are still dissatisfied, you can engage our complaints procedure below.
How to make a complaint
You can make a complaint using one of the methods below:
0800 009 6156, Monday to Friday 9am to 8pm
Send a letter addressed to our Complaints Team, at Robertson Webb, 120 High Road, London, N2 9ED
Fill in our contact form here.
Please make sure that you give us as much information as possible, and make sure that you tell us why you are making a complaint. If your complaint is regarding a member of staff please make sure you tell us who you spoke to, when you spoke to them and what you were unhappy about. Please let us know how our actions have affected you and what you would you like us to do to put things right.
We will send you acknowledgement of your complaint within one working day of receipt, detailing who is dealing with your complaint.
We aim to fully complete our investigations within four weeks, from receipt of your complaint and our final response. If we are unable to send our final response in such timeframe we will keep you informed about our progress. In accordance with regulatory requirements, we have eight weeks to issue you with our final response.
If you are dissatisfied with our response
We appreciate that there will be instances where you are not happy with our final response, in which case you may refer the matter to the Financial Ombudsman Service (FOS) within six months of our final response. Their contact details are:
Financial Ombudsman Service
Tel: 0800 023 4567 (free on mobile phones and landlines)
Tel: 0300 123 9123 (calls cost no more than calls to 01 and 02 numbers)
Please note that your particular issue may not be within the FOS jurisdiction. More information regarding their services can be viewed on their website.