Complaints.

How to make a complaint.

Write to [email protected], or by post to GUARDIONA (attention: Complaints), 122 Leadenhall Street, London EC3V 4AB.

Include your name, the partner programme or policy reference, a description of the matter, and what outcome you are seeking.

How the house handles a complaint.

• Acknowledgement within three working days.
• Investigation and formal response within eight weeks, per FCA DISP rules.
• If the complaint is complex, you receive an interim update with the expected timeframe.

If you are not satisfied.

If the house has not resolved your complaint within eight weeks, or if you are not satisfied with the resolution, you may be entitled to refer the matter to the Financial Ombudsman Service: financial-ombudsman.org.uk.

Last updated pending counsel review.