Legal
Complaints
If something has gone wrong, tell us and we will work through it with you.
This page sets out the current position in plain language. Final wording is subject to legal and regulatory review, and the definitive terms are those in the signed documentation provided to members.
How to raise a complaint
Send the details through the contact page or your member dashboard, including your member reference, what happened and what outcome you are seeking.
Acknowledgement
We acknowledge complaints and confirm who is handling them.
Investigation
We review the records relating to your account, product or opportunity and come back to you with findings and next steps.
Escalation
If you are not satisfied with the outcome, you may ask for the matter to be escalated internally for a further review.
Records
Complaints and their outcomes are recorded so recurring issues can be identified and addressed.