Complaints Handling Policy

We hope that our clients will not have any problem with the service we provide, but if they do have a complaint, then we ask them to get in contact with us as soon as possible.

We operate an internal complaints handling procedure and will try and resolve any problem quickly. A copy of our full complaints handling procedure is available to our clients free of charge on request.

In the first instance, complaints will be handled by our Head of Escrow Services. If they cannot assist in the matter, the complaint can be raised with our Client Care Officer.

If for any reason we are unable to resolve the problem between us and our client within 8 weeks from receipt of their complaint, they may be eligible to ask the Financial Ombudsman Service ('FOS') to consider the complaint. FOS will be able to advise you whether or not you can use FOS' services - consumers and small businesses (businesses with less than 10 employees and less than £2 million turnover and less than £2 million balance sheet value) will usually be eligible.

The Financial Ombudsman Service can be contacted in writing at The Financial Ombudsman Service, Exchange Tower, London E14 9SR. Tel: 0800 0234567. Email: web address:

There are time limits applicable to the FOS service, so where our clients have a problem, we recommed they contact the FOS as soon as possible if we are unable to resolve the matter between us.


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