Complaints

How do I complain?

If you are unhappy with our service we hope that you will contact us and we will try to put this right. However if we are unable to satisfy your concerns, we have a rigorous, independent complaints procedure that commits us to treating you fairly.

You can raise your concerns in a number of ways.

In writing –  Address your letter for the attention of the Complaints Department at our head office.

By telephone – You can raise your concerns with your broker and they will forward the details to the Complaints Department, or you can telephone 0161 826 2707 and ask to speak with the Complaints Department.

By email – You can contact our Complaints Department by emailing your concerns to complaints@thebondregister.co.uk

How long will it take?

Our aim is to resolve your complaint as quickly as possible. A full investigation will be undertaken and we will write to you again with the final outcome of that investigation within the guidelines described below:

  • The Complaints Department will send a written acknowledgement of a complaint within 5 days of receipt detailing the firm’s in-house procedures and enclosing a copy of the Financial Ombudsman Service complaints leaflet.
  • Within 8 weeks of receiving a complaint the Complaints Department will send:

    a. a final response; or
    b. a holding letter explaining:
    c. the reason for delay and giving an indication of resolve; and
    d. informing you that you may refer the complaint to Financial Ombudsman Service.

The Financial Ombudsman Service

Our aim is to resolve complaints internally.  However, if you are not satisfied with our final response or if eight weeks have passed since you first brought your complaint to our attention, you have the right to refer your complaint to the Financial Ombudsman Service.  If you want the Financial Ombudsman Service to look into your complaint, you must contact them within six months of the date of any final response issued.

You can write to them at:

The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR

Alternatively, you can telephone them on 0845 080 1800.  Further information can be obtained from the Financial Ombudsman Service website.

The Financial Ombudsman Service offers a free independent service and they can help with most financial complaints.

What are your contact details?

Our address is:

The Bond Register
Suite W1
The Flint Glass Works
64 Jersey Street
Manchester
M4 6JW

Tel: 0161 826 2707
Email: clientservices@thebondregister.co.uk