Complaints handling

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.

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.

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.

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.

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.

If you are dissatisfied with the outcome of our investigation, you may be able to refer your complaint to the Financial Ombudsman Service (for services conducted from the UK), the Channel Islands Financial Ombudsman (for services conducted from the Channel Islands) or the Isle of Man Financial Services Ombudsman Scheme (for services conducted from the Isle of Man) to investigate further.