Complaints Procedure

If you have a complaint and feel that something isn’t right about our service, then please email us at:

  • complaints@stubbenedge.com

Alternatively, you can contact a member of the team over the phone or in writing:

  • 0207 8461 378
  • 77 Cornhill, London EC3V 3QQ

We aim to deal with complaints promptly and fairly and obtain any additional information as necessary.

We will acknowledge your complaint as soon as we are made aware of it and notify the principal firm immediately.

We will endeavour to review and respond within 3 working days of receipt of your complaint and if resolved, will issue a Summary Resolution Communication letter will set out, in detail, the actions that have been taken to address your concerns.

Should your complaint not be resolved within the first three working days of receipt, it will be escalated to our Principal  Resolution Compliance Limited , who will acknowledge and deal with the complaint on our behalf within the agreed regulatory timescales, please see https://fshandbook.info/FS/html/FCA/DISP  for details.

Resolution Compliance will acknowledge your complaint immediately and will respond in writing within 5 working days.

They will send you a final response in writing within 8 weeks and ensure that Stubben Edge is made aware of all correspondence sent to you.

We strive to resolve complaints at the earliest possible opportunity. If, for some reason, Resolution Compliance are unable to respond to your complaint within 8 weeks, or you aren’t satisfied with the final response, you may be able to refer your complaint to the Financial Ombudsman Service (subject to various conditions).

If you would like the Financial Ombudsman Service to consider reviewing your complaint, you must contact them within six months of the date the final response letter from Resolution Compliance is issued.

 

Their contact details are:

  • Financial Ombudsman Service, Exchange Tower, London, E14 9SR
  • 0800 0 234 567 (free from mobile phones and landlines) or 0300 123 9 123 (charged at a national rate)
  • info@financial-ombudsman.org.uk
  • financial-ombudsman.org.uk
  • 020 7964 1000 (switchboard)
  • +44 20 7964 1000 (for calls from outside the UK)