Complaints Handling Policy

Complaints Handling Policy

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 policy and will try and resolve any problem quickly.

A copy of our complaints handling policy will be provided free of charge to a complainant who a complaint is received about our services. Our complaints policy is available in English only, and all complaints will be handled in English.

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.

Unless there are exceptional circumstances beyond our control, we send our final response letter to any complaint raised by a client within 15 business days after the day we received their complaint.

If there are exceptional circumstances as described above, we will send the client a holding response to the complaint within the 15 business day period referred to above, and will send a final response to the client by the end of 35 business days after the day on which we received the complaint.

Clients may also be eligible to seek assistance with a complaint from the Financial Ombudsman Service (‘FOS’).

FOS will be able to advise whether or not you can use FOS’ services – the following types of people and businesses will generally be eligible:

  • consumers,
  • small businesses (businesses that are not micro enterprises and which (i) have a turnover of less than £6.5 million and (ii) employs fewer than 50 persons or has a balance sheet total of less than £5 million);
  • micro-enterprises (businesses with (i) less than 10 employees and (ii) less than €2 million turnover or less than €2 million annual balance sheet value),
  • charities with less than £6.5 million annual income at the time of complaint,
  • trustees of trusts with a net asset value of less than £5 million at the time of complaint;
  • ‘Consumer-buy-to-let’ consumers; and
  •  Guarantors (which for these purposes means an individual who (i) is not a consumer and (ii) has given a guarantee or security in respect of       an obligation or liability of a micro-enterprise or small business as at the date that the guarantee or security was given


If you have any questions regarding eligibility, please contact FOS on the contact details set out below.

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 recommend they contact the FOS as soon as possible if we are unable to resolve the matter between us.

If you are not eligible to complain to FOS, there are other dispute resolution services who are able to deal with disputes concerning the escrow services that we provide but we do not use such services.