Speak to us
0203 576 1679
How to complain
We are committed to providing the best standards of service quality to you but there may be occasions when our service does not meet your expectations. If an issue arises during your dealings with us, here's what you can do to raise your concerns.
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How to make a complaint
We take any concern or a complaint very seriously and will promptly investigate the complaint and aim to resolve it as soon as we can.
Any customer, service user or agency has the right to raise concerns or complain about our products and services.
We will ensure you have clear information on how to voice a complaint.
We will have a complaints policy available to anyone who asks for it.
Complaints will be managed in strict of confidence.
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If any issues arise during your dealings with us, please talk to us and let us know your concerns. In most cases, we can resolve your concerns and provide a solution
promptly.
Alternatively, you can detail your complaints by writing to:
Compliance Team
Capable Capital
1 Landor Road
London
SW9 9RX
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If you would like to discuss your complaint you may contact us directly on 020 3576 1679.
If you write to us, we will send you a written acknowledgement promptly, but at least within five business days of receiving your complaint.
Your concerns will be fully investigated and a detailed response (‘final response letter’) will be issued typically within eight weeks of receiving your complaint. For us to complete a thorough investigation, please include as much information as possible in your complaint.
If you have any concerns or you want an update on our progress before you receive the final response letter, you should contact the member of staff whose name appears on the acknowledgement.
Once we have all the necessary information, we will consider the complaint fairly and impartially before giving you a written response indicating our decision. You may accept our view or reject it. If you reject it, we will revisit your complaint in light of any additional comments you make. If you do not respond, we will treat your complaint as closed. In the unlikely event that no response is provided by us within the eight-week period, we will write to you again explaining why.
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