Where to start
Your feedback is welcomed
Brooks Macdonald welcomes feedback, both positive and negative, from our customers or their representatives. We strive to provide the highest level of service, but sometimes we get it wrong and it is important that, wherever possible, we put things right and learn from that experience for the benefit of all our customers.
Who should be contacted?
If you would like to express dissatisfaction about any aspect of our service then you can raise it with your usual point of contact or you can direct your feedback using one of the means of contact detailed below.
What should be included?
When you contact us please make sure you include your name, address, the Brooks Macdonald entity from which the service was provided, a full description of your concerns and how you would like the matter resolved.
Contact details
To enable your feedback to be received by the most appropriate person, please direct your feedback using the details below according to the location of the Brooks Macdonald entity from which the service has been provided.
Open configuration options
By post
Complaints Manager
Brooks Macdonald Group plc
40 Leadenhall Street
LONDON
EC3A 2BJ
By email
[email protected]
By telephone
+44 (0)20 7499 6424
Next steps
Acknowledgment
On receipt of your feedback, we will acknowledge it promptly and confirm if the matter will be treated in accordance with our complaints policy. Your concerns will be investigated independently of the business unit against which the complaint has been raised and, once our investigation has been completed, we will write to you with the outcome.
Response
We will aim to respond to you within 8 weeks of your complaint with the outcome of our investigation. If, for any reason, the investigation becomes prolonged then we will send you progress updates.
What should be included?
If you are dissatisfied with the outcome of our investigation, you may be able to refer your complaint to the Financial Ombudsman Service (FOS) to investigate further.
External services
Further information about how they may be able to help can be accessed using the contact details below.
By post
Financial Ombudsman Service
Exchange Tower
London E14 9SR
By telephone
From the UK: 0800 023 4567
From abroad: +44 (0)20 7964 0500