How can I complain?
InvestEngine is committed to providing products and services of the highest standards. However, if you feel that our service has fallen short of your expectations or you would like to share with us any complaint about our products or services, we want to know so we can put things right.
This page explains how to make a complaint, what you can expect from us, and your right to refer your complaint to the Financial Ombudsman Service.
How to make a complaint
You can contact us using the details below:
Email: complaints@investengine.com
If you are already in contact with our Client Services team, you can also raise your complaint through your ongoing email conversation.
Post:
InvestEngine (UK) Limited
Harling House, 3rd Floor
SE1 0BS
London
UNITED KINGDOM
To help us investigate your complaint, please include:
- Your full name and the email address linked to your account
- A clear description of your concern
- Relevant dates, transactions or supporting documents
What happens next
Your complaint will be handled in accordance with InvestEngine’s complaints management policy. Our Complaints Team will be responsible for investigating your complaint fully and impartially.
Acknowledgement
Your complaint will be acknowledged within three business days, to confirm we have received it and are looking into it.
If we require any additional information to assist with our investigation, we will contact you promptly.
Timeframes
We will keep you informed of the progress of our investigation and the measures being taken to resolve the complaint, and will provide a substantive response as soon as reasonably possible.
If we are able to resolve your complaint by the end of the third business day after receiving it, we will confirm this to you in writing.
If we are unable to resolve your complaint within three business days, we will send you a final response within eight weeks of receiving your complaint.
If we are not in a position to provide a final response within eight weeks, we will explain why and inform you of your right to refer the complaint to the Financial Ombudsman Service at that stage.
Investigation and response
We will investigate your complaint fairly, consistently and promptly in line with Financial Conduct Authority (FCA) rules.
Our final response will explain:
- The outcome of our investigation, indicating whether or not your complaint has been upheld
- The reasons for our decision
- Any action we will take, where appropriate, including what remedial action or redress we intend to take as a result
- Your right to refer your complaint to the Financial Ombudsman Service
Referring a complaint to the Financial Ombudsman Service
You have the right to contact the Financial Ombudsman Service and ask them to investigate the complaint if:
- You are dissatisfied with the outcome stated in our final response; or
- Eight weeks have passed since you made your complaint and you have not received a final response; and
- You are an eligible complainant under Financial Conduct Authority rules.
Please note you must give us the opportunity to resolve your complaint before referring it to the Financial Ombudsman Service.
The Financial Ombudsman Service is an independent organisation that resolves disputes between financial businesses and eligible complainants. Its service is free of charge.
Time limit for referring your complaint to the FOS:
You must refer your complaint to the Financial Ombudsman Service within six months of the date when we sent (or should have sent) our final response letter.
If you do not refer your complaint within this timeframe, the Ombudsman may not be able to consider it.
You can contact the Financial Ombudsman Service using the details below:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Website: www.financial‑ombudsman.org.uk
Phone: 0800 023 4567
Email: complaint.info@financial‑ombudsman.org.uk
Please note that the Financial Ombudsman Service can only consider complaints if you are an eligible complainant under the FCA rules. You can read more about their eligibility criteria here.
Need more help?
If you have any questions about our complaints process, please contact our Client Support team or visit our Help Centre for more information.