At Sandfield Capital we are committed to providing all of our customers with the best possible service. However, we understand that there may be times when we fall short of our high standards and we do not meet your expectations. We want all our customers to let us know straight away if they are unhappy so that we can address the issues raised and that we can learn lessons so we can try to avoid similar issues in the future. If you need to make a complaint we aim to resolve your complaint quickly and efficiently. We want to:

  • Make it easy for you to tell us about your complaint
  • Carry out a full investigation
  • Give your complaint our careful attention
  • Provide a thorough account of our actions
  • Make sure you are happy we have handled your complaint fairly
  • If you are still unhappy, to provide you with information to take your complaint further

How to make a complaint

We understand that making a complaint can be stressful in itself and that is why we want you to be able to complain in any way to suit you:

How will we handle your complaint?

If we cannot resolve your complaint within 3 working days, we will contact you initially within five working days of receiving your complaint either with a full reply or send you an acknowledgement letter, which will tell you who is dealing with your complaint and when we will contact you again.

We will then investigate your complaint fully and write to you with our findings within 8 weeks, although if your complaint is particularly complex, we may need to spend a little longer investigating it. However in those circumstances we will keep you up to date on our progress.

The Financial Ombudsman Service

We try to resolve all complaints from customers internally. However, if you remain unhappy with our response to your complaint, or if we have not resolved it 8 weeks after you first told us about it, you have the right to refer your complaint to the Financial Ombudsman Service. If you want the Financial Ombudsman Service to look into your complaint, you must refer it to them within 6 months of the date of our final response to you. You can contact them at:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Tel: 08000 234 567 or: 0300 123 9 123<
Email: complaint.info@financial-ombudsman.org.uk

The Financial Ombudsman Service offers a free independent service and they can help with most financial complaints. For further information you can visit their website at www.financial-ombudsman.org.uk/

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Sandfield Capital Limited is registered in England and Wales with registration number 1136768 and its registered office is C/O O'Connors, The Plaza, 100 Old Hall Street, Liverpool, England, L3 9QJ
Sandfield Capital Limited is authorised and regulated by the Financial Conduct Authority under Firm Reference Number 805416.