We aim to provide a high standard of service to all our clients on every occasion. We do recognise, however, that we may not always be able to live up to your expectations.
If you wish to raise a complaint about any aspect of our service, you can call us on 0845 355 0801, email us on client-management@cityindex.co.uk or send a copy of your complaint to:
Client Management Team
City Index Limited
Park House
16 Finsbury Circus
London
EC2M 7EB
We have established an internal complaints procedure to ensure that your complaint is dealt with efficiently and by the correct person and we usually aim to resolve issues by the end of the business day following receipt of the complaint.
To help us investigate and resolve your complaint as quickly as possible and with minimum inconvenience to you, please make sure you give us as much information as possible, including:
- Your name, address and client reference number
- A clear description of your complaint
- Details of what you would like us to do to put it right
- Copies of any relevant documents, such as letters
- A daytime telephone number where we can contact you
If we are unable to resolve the issue by the end of the business day following receipt of your complaint, we will:
- Send you a written acknowledgement within five working days
- Confirm who will handle your complaint, and how you can contact them.
A written final response will then be provided within eight weeks of receiving the complaint setting out our view.
If you are not satisfied with the outcome of your complaint you can request a review from the Financial Ombudsman Service which has been established to review eligible complaints which firms are unable to resolve.
In our Final Response, we will confirm your eligibility to refer your complaint to the Financial Ombudsman Service which must take place within six months of it. Contact details for the Financial Ombudsman Service are outlined below:
The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
Telephone: 0845 080 1800
Email: enquiries@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
