Our approach to complaints

The following is relevant to our trading services. If you are using one of our free services please see our help section.

We pride ourselves on the excellent service that we deliver but recognise that sometimes things can go wrong. If we have fallen short of your expectations then we want to know about this and we positively encourage customer feedback. Being aware of issues that impact our clients means that we can take action to prevent them happening again in the future.

Our customer service staff will usually be best placed to receive your complaint and will work with you to resolve it. Interactive Investor has established an internal complaints procedure to ensure that your complaint is dealt with efficiently and as effectively as possible.

You can contact us via the following ways:

- By sending us a secure message via the website
- By calling us on 0845 200 3637
- By writing to us at Customer Relations Manager, SharePrice, 1st Floor, 2 West Regent Street, Glasgow, G2 1RW.

To help us reply to your complaint promptly, please provide us with the following information:

- A summary of your complaint
- What you would like us to do to put it right

If you are writing to us, please include your account reference and a daytime telephone number should we need to contact you.

We will try to resolve your complaint at the earliest opportunity and where possible, within one business day of receipt. If we are unable to respond to your complaint by this date then we will provide you with an acknowledgement within 5 working days.
There may be times when your complaint is particularly complex and it will take some time for us to respond. Where this is the case we will keep you informed of progress. We aim to resolve all complaints within 4 weeks. Where this is not possible, we will send you an update at that time – this will include what actions we have taken and an anticipated date for responding in full.

When we have completed our investigations into your complaint we will respond in writing with details of what action we are proposing to take. If you are not satisfied with our response you should let us know immediately and we will let you know what your options are.
If you remain unhappy with our final response, we will give you details on how you can complain to the Financial Ombudsman Service (FOS). This independent dispute resolution scheme has been set up by the Financial Services Authority to settle complaints between consumers and businesses providing financial services. We will confirm your eligibility to refer your complaint to FOS in our final response and will provide you with a copy of the FOS explanatory leaflet.

You can also contact FOS directly:

- In writing - South Quay Plaza, 183 Marsh Wall, London, E14 9SR

- By telephone - 0845 080 1800

- Online – www.financial-ombudsman.org.uk

Need help?

Call 0345 205 8800

© 2017 Interactive Investor Services Limited. All Rights Reserved. Interactive Investor Services Limited is authorised and regulated by the Financial Conduct Authority.