Complaints

How to make a complaint

We aim to provide an excellent service to all our customers. However, we know that, on occasion, things can go wrong. So, if you are unhappy with our service and wish to complain, please let us know.

You can make contact in writing (by post or email) or by telephone. The contact details are:

Complaints Manager

Benchmark Capital

Broadlands Business Campus

Langhurst Wood Road

Horsham

West Sussex

RH12 4QP

Tel: 01403 334455

Email: [email protected]

How we will handle your complaint

• We will promptly acknowledge receipt of your complaint in writing.

• We will impartially and thoroughly investigate your complaint.

• We will keep you updated on the progress of our investigation.

• We will provide you with a letter detailing the outcome of our investigations within eight weeks. If we can’t do this, we will tell you why this hasn’t been possible and explain the next steps that you can take.

Financial Ombudsman Service

If you remain unhappy with the decision, you may have a right to refer your complaint to the Financial Ombudsman Service. You can also refer your complaint if it has not been resolved within eight weeks.

Their contact details are:

The Financial Ombudsman Service

Exchange Tower

London

E14 9SR

Tel: 0800 023 4567

Email: [email protected]

Website: www.financial-ombudsman.org.uk