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 www.fos.org.uk
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 | firstname.lastname@example.org
Please register your complaint using the details above, fill out the form below or call us on:
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