Complaints Procedure

If you have a query, please contact our Customer Support team via the details on the contact page.

Alternatively, you may write to us with your query at:

Customer Support
London Capital Group
2nd Floor, 6 Devonshire Square, London, EC2M 4AB

Very often issues may arise as a result of misunderstandings and can be easily resolved by our Customer Services staff. However, we recognise that there may be occasions when you feel that our service has not met your expectations and you wish to raise this as a formal complaint.

In this case, please, contact our Compliance Department, either by email, in writing or by telephone.

Compliance Department
London Capital Group
2nd Floor, 6 Devonshire Square, London, EC2M 4AB
Telephone: +44 (0)20 7456 7000
Email: compliance@londoncapitalgroup.com

If you are not satisfied with their response, you are entitled to contact the Financial Ombudsman for an independent view. You can access the FOS Leaflet at http://www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm

Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR
Telephone: 0845 080 1800 www.financial-ombudsman.org.uk

They will provide you with a form to complete with details of your complaint. To be eligible for the service, you will need to submit details of the complaint within six months of the date of the Compliance Department's final response to you. Please note that the Financial Ombudsman Service can only consider complaints, which we have not been able to resolve to your satisfaction through our own internal procedures.

July 2012