Our Aim

 

The City Broker is committed to providing a quality service for its customers, service providers and Partners. One of the ways in which we can continue to improve our service is by listening and responding positively to complaints and by putting mistakes right.

 

Therefore we aim to ensure that:

 

• making a complaint is as easy as possible;

• we deal with it promptly, politely and, when appropriate, confidentially

• we respond in the right way, with an explanation, or an apology where we have got things wrong,

• we learn from complaints, use them to improve our service and review annually our complaints policy and procedures.

 

Formal Complaints Procedure

 

In the first instance you should contact either the member of staff who dealt with you, or their manager, so that he or she has a chance to put things right.

 

If this does not provide a satisfactory resolution you should then write to, either, the member of staff who dealt with you or their manager. In your letter you should set out the details of your complaint, the consequences for you as a result, and the remedy you are seeking.

What will happen next?

1. We will send you a letter acknowledging receipt of your complaint within seven days of receiving it, enclosing a copy of this procedure.
2. We will then investigate your complaint. This will normally involve passing your complaint to our Director of Risk and Compliance, Julie Davies, who will review your file and speak to the member of staff who acted for you.
3. Our Director of Risk and Compliance will then send you a detailed written reply to your complaint, including her suggestions for resolving the matter, within 7 weeks of sending you the acknowledgement letter.
4. At this stage, if you are still not satisfied, you should contact us again and we will arrange for a meeting to take place with our Director of Risk and Compliance in order for us to discuss and seek resolution.
5. Within three days of the meeting, our Director of Risk and Compliance will write to you to confirm what took place and confirming our final position on your complaint and explaining our reasons.
6. If you are still not satisfied, you can then contact the

Financial Ombudsman
Exchange Tower
London
E14 9SR

about your complaint. Normally, you will need to bring a complaint to the Financial Ombudsman within six months of receiving a final written response from us about your complaint. For further information, you should contact the Legal Ombudsman on 03001239123 or at complaint.info@financial-ombudsman.org.uk.