we’re committed to providing you with the highest
level of customer service at all times.

Here’s what you need to do if you have a complaint.

At the Mercantile Invest we are committed to providing you with the highest level of customer service, at all times. In the event of you having any reason to feel dissatisfied with any aspect of our service, in the first instance you should contact the entity, agent or IFA who has introduced you to our services. Should you need any assistance locating details for this entity please contact us and where possible we will assist you.

If you are still dissatisfied or fail to receive a suitable response you should contact us as most complaints or queries can be dealt with at this level.

We aim to resolve your complaint within 3 business days following receipt of your complaint but more complex matters can take longer. If we are unable to resolve things straight away, we will send you an acknowledgment letter within 5 business days.  This will explain what will happen next and when you can expect to hear from us again.

A nominated complaint handler, who will be impartial and unbiased will be allocated your case for investigation and review. This may involve contacting you in order to understand your concerns in more detail. We will aim to resolve all complaints as quickly as possible however should we need more time, we will keep you informed within 4 weeks. If we are unable to provide you with a final response within 8 weeks then we shall advise you of the reason why and what steps are available to you.

If you remain dissatisfied with our final response, please contact us in the first instance however, you have the right to refer your case to the Financial Ombudsman Service (FOS) free of charge. For more information please visit

If you would like to register a complaint or cancel any of our services, please contact us using the details below, or fill out our complaints form opposite:

Complaints | Mercantile Invest
6th Floor, Becket House
36 Old Jewry

CALL 0207 416 6806 |

Complaints | Mercantile Invest 6th Floor, Becket House, 36 Old Jewry, London. EC2R 8DD
Please register your complaint using the details above, fill out the form below or call us on:
0207 416 6806

“our aim is simple – to put you and your clients’ first, so we’ll work closely with you to ensure our portfolios meet your clients’ needs”


Please read the following before proceeding

Mercantile Invest Disclaimer

This site is provided by Mercantile Invest (hereafter “Mercantile”) as a reference service to institutional and professional investors. No investment advice is offered or given by “Mercantile” to any persons accessing information on this site; consequently, prospective investors should take advice from their own professional advisers before making any investment decision. The following information applies to every page on this website, whether or not such pages individually contain a disclaimer notification. You agree that you have to read and understand the information contained on this page and confirm that you are eligible to read the documents posted on the website before you enter it. Any information featuring on this website has been thoroughly researched by “Mercantile”. However, “Mercantile” does not in any way guarantee or warrant, either implicitly or explicitly, the completeness or accuracy of the information posted on this site.

Registration: This website should not be regarded as an offer or solicitation to invest in any jurisdiction where such activity is unlawful. This website is not directed at you if the service is prohibited by any law of any jurisdiction from making the information on this site available to you and is not intended for any use which would be contrary to local law or regulation. You should proceed into this site only if you have satisfied yourself that the country in which you are based imposes no prohibitions or restrictions on the distribution of the promotional material on this site.

General: The information on this website is issued by “Mercantile”. Before investing, all relevant documents, such as reports and accounts and terms and conditions should be read, which specify the particular risks associated with investing, together with any specific restrictions applying and the basis of dealing. The information herein is not an offer to sell, or to solicit an offer to purchase any securities, anyone in any jurisdiction in which such offer or solicitation is not authorized, or in which the person making such an offer is not qualified to do so, or to anyone to whom it is unlawful to make such an offer or solicitation, or to anyone in any jurisdiction inside of the United States. The value of any investments and any income generated may go down as well as up and is not guaranteed. Past performance is not a guide to future performance.

Privacy Policy & Data Protection: Any personal information you provide to “Mercantile”, which is the data controller, through any of the contact facilities on this site or by any other means whatsoever will be held in accordance with our Data Protection Policy set out below. Whilst we take reasonable steps to ensure the security of personal data transmitted through this website, by accepting these terms and conditions you accept that the Internet is not a totally secure medium of communication of information and that such transmission will be at your own risk. Data Protection Policy: the relevant companies within the “Mercantile” process and store personal data in accordance with the requirements of the Data Protection Law. Any personal information you supply will be used primarily to answer your inquiry or to fulfil any of our contractual obligations to you. Personal data will not be held longer that is reasonably necessary. Consequent upon the way we organize our business, personal data may also be used for: operational and administrative purposes, and may be shared with companies within the “Mercantile”. Personal information supplied by you may on occasion be used for research and analysis purposes but it will not be released to non-associated third parties unless there is a legal or regulatory reason to do so or unless the third party fulfils a service on our behalf. Personal information will not be used for marketing purposes.

You have the right to access your personal data and may ask for a rectification thereof in cases where such personal data is inaccurate and/or incomplete. In this regard, you may contact us via email Whenever you supply personal data to “Mercantile” concerning a third party you must ensure that the supply is in accordance with the applicable data protection laws, that where necessary, you have that persons consent to supply the information, and that this Policy has been brought to their attention. By agreeing to these Terms and Conditions, you consent to the processing of the personal data you supply “Mercantile” with in accordance with our data protection policy.

Applicable Law: The website you will enter in after accepting the following conditions is subject to UK law.