At InvestEngine every one of our clients is important to us, and we believe you have the right to a fair, swift and courteous service at all times.
Acknowledge your complaint promptly.
Investigate your complaint and endeavour to send a final response to you within 4 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time we will send you an update.
Endeavour to send a final response to you within 8 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time frame, we will write to you explaining why and advise you when you can expect a final response.
When more than 8 weeks from the date of your complaint has past, (and when you haven’t received a final response, or where you are dissatisfied with the final response) inform you of the Financial Ombudsman Service (FOS) contact details, should you wish to progress the matter further.