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Complaints policy

We aim to provide an excellent service to all our customers. However, we know that on occasion things can go wrong. So, if you’re unhappy with the service provided by us and wish to complain, please let us know.

As an Financial Services firm authorised with the Financial Conduct Authority (FCA) the regulator has set out its rules in relation to handling clients complaints. In order to meet these rules we have put the following procedures in place.

How to make a complaint:

You can make contact in writing (post or email) or by telephone. The contact details are:
Complaints Manager
Benchmark Capital
Broadlands Business Campus
Langhurst Wood Road
Horsham
West Sussex
RH12 4QP

Tel: 01403 334455
Email: complaints@benchmarkcapital.co.uk

How we will handle your complaint:

  • We will promptly acknowledge receipt of your complaint in writing.
  • Your complaint will be impartially and thoroughly investigated by us.
  • We will keep you updated on the progress of our investigation.
  • We will provide you with a letter detailing the outcome of our investigations within eight weeks. If we can’t do this, we will tell you why this hasn’t been possible and explain the next steps that you can take.
  • Your complaint will then be investigated by our team who will gather all documentation required in order to thoroughly and objectively conduct the investigation. This may require some additional information from you and, therefore, an authority letter may be required so we can approach any 3rd party, if necessary. This will then be logged with our external regulator Evolution Wealth.
  • During the above process we will keep you informed of its progress to date and whether there is any further information we require from you. We will aim to deal with your complaint as quickly as possible.
  • If we have not resolved your complaint within 8 weeks from date of receipt, we will write to you again with our reasons for delay, however, we also enclose the leaflet “Your Complaint and the Ombudsmen” informing you of your rights to take action further to the Financial Ombudsman if you are unhappy with the progress. We will confirm when we expect our final response to be made.
  • Within our final response letter we will set out our understanding of your complaint, the issues raised, the investigation we conducted and the outcome from the investigation. We will also detail any redress we believe appropriate or the reasons for declining redress.
  • If you are not satisfied with our final response, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge, which can be accessed here.

    Alternatively, their contact details are:
    The Financial Ombudsman Service
    Exchange Tower
    London
    E14 9SR
    Tel: 0800 023 4567
    Email:  complaint.info@financial-ombudsman.org.uk
    Website:  www.financial-ombudsman.org.uk

  • The Ombudsman might not be able to consider your complaint if:
    – what you’re complaining about happened more than six years ago, and
    – you’re complaining more than three years after you realised (or should have realised) that there was a problem.
  • We will tell you if we think that your complaint has been made outside of these time limits but this is a matter for the Ombudsman to decide. If the Ombudsman agrees with us, they will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances.
  • If you do decide to refer your complaint to the Ombudsman you must do so within six months of our final response letter.
  • If you do not refer your complaint to the Ombudsman within six months of the date of this letter, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances