Complaints Procedure — Quorum Capital

How to Make a Complaint

If you have a complaint about our services, you can contact us using any of the following methods:

Email: complaints@quorumcapital.co.uk
Post: Complaints, Quorum Capital Limited, Rosedale Studios, Rosedale Road, Richmond, TW9 2SX.
Telephone: +44 (0)20 7186 0898

To help us investigate your complaint as efficiently as possible, please include the following information when you contact us:

Your full name and contact details
A clear description of your complaint and the circumstances surrounding it
The outcome you are seeking and
Copies of any relevant correspondence or documents

What Happens After You Complain

Once we receive your complaint, we will:

Acknowledge receipt of your complaint promptly and in any event within five business days of receiving it, unless the complaint can be resolved within three business days
Investigate your complaint thoroughly and fairly
Keep you reasonably informed of progress where the investigation is likely to take longer than expected and
Issue a final response within eight weeks of receiving your complaint.

Our final response will either:

Accept your complaint and, where appropriate, offer redress or remedial action
Offer redress or remedial action without accepting the complaint or
Reject your complaint and explain the reasons for our decision

If we are unable to provide a final response within eight weeks, we will write to you explaining why, indicate when we expect to provide a final response, and explain your right to refer the matter to the Financial Ombudsman Service if you are eligible to do so.

If You Are Not Satisfied

If you are not satisfied with our final response, or if you have not received a final response within eight weeks of making your complaint, you may be entitled to refer your complaint to the Financial Ombudsman Service (FOS). The Financial Ombudsman Service is a free and independent service for resolving disputes between financial businesses and their customers.

The Financial Ombudsman Service can be contacted as follows:

Website: financial-ombudsman.org.uk
Email: complaint.info@financial-ombudsman.org.uk
Telephone: 0800 023 4567 (free from mobiles and landlines) or 0300 123 9 123
Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Time limit: You must usually refer your complaint to the Financial Ombudsman Service within six months of the date of our final response letter.

Who Can Complain?

Not all clients are automatically eligible to refer complaints to the Financial Ombudsman Service. Eligible complainants typically include:

Private individuals
Micro-enterprises, generally businesses with fewer than 10 employees and annual turnover or annual balance sheet not exceeding EUR 2 million
Small businesses, charities and trusts that meet the FCA eligibility criteria and
Other complainants where the rules permit referral to the Financial Ombudsman Service.

If you are uncertain whether you are eligible, the Financial Ombudsman Service will be able to advise you.

Data Protection Complaints

If your complaint relates to how we have handled your personal data, you may also have the right to complain to the Information Commissioner’s Office (ICO):

Website: ico.org.uk/global/contact-us
Telephone: 0303 123 1113
Post: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF

Regulatory Status

Quorum Capital Limited is authorised and regulated by the Financial Conduct Authority (FCA Reference No. 601037). Our complaints handling procedure complies with the FCA’s Dispute Resolution sourcebook (DISP). A copy of our internal complaints handling policy is available on request.

FCA Register

You can verify our FCA authorisation on the FCA Financial Services Register at register.fca.org.uk using our FCA Reference Number 601037.

Note: This public procedure summarises how complaints are handled. It does not replace the FCA rules or any rights that eligible complainants may have under the FCA DISP sourcebook or Financial Ombudsman Service rules.