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, you can contact us below at:
InvestEngine (UK) Limited
4th Floor, 57-59 Great Suffolk Street
Your complaint will then be handled in accordance with the InvestEngine’s complaints management policy and the complaints management function will be responsible for investigating your complaint fully and impartially.
We will provide you with a copy of our complaints handling procedure upon request or when acknowledging a complaint. This aims to provide clear, accurate and up-to-date information about our complaints handling process.
Your complaint will be acknowledged promptly in writing to inform you that we have received it and are dealing with it. We will keep you informed of the progress of the measures being taken to resolve the complaint and will provide a substantive response as soon as reasonably possible afterwards.
If we need additional information from you in order to investigate your complaint fully, we will let you know.
Once the investigation has been completed, we will notify you whether or not your complaint has been upheld and, in appropriate circumstances, what remedial action or redress we intend to take as a result.
We will also notify you of your options, including that you may be able to refer the complaint to an alternative dispute resolution entity, to a financial ombudsman or that you may be able to take civil action.
If you are not satisfied with the outcome of a complaint that you have made to InvestEngine and you are an Eligible Complainant (as defined by the FCA) you have the right to contact the Financial Ombudsman Service and ask them to investigate the complaint. Please note that InvestEngine must be given an opportunity to address a complaint before the Ombudsman.
You can contact the Financial Ombudsman Service in the following ways:
The Financial Ombudsman Service, Exchange Tower, London E14 9SR
Tel: 0800 023 4567 (free for most people ringing from a fixed line) or 0300 123 9123 (cheaper for those calling using a mobile) or 020 7964 0500 (if calling from abroad)