complaints
Client queries are actively monitored and handled 24 hours a day through various support teams. If a query, or direct complaint is raised with SCORPEO UK Limited (“SCORPEO”), we are fully committed to handling these complaints fairly and promptly.
By phone:
Our support staff are available to speak to you five days a week on +44 (0)20 3598 2010. Most customers’ concerns can be resolved by our staff, who will do all they can to help. If they are unable to do so the complaint will be passed to a specialist team for investigation.
By post:
If you prefer, write to us at:
SCORPEO UK Limited
4th Floor, 21 Godliman St
London
EC4V 5BD
By email:
To help us investigate your complaint as quickly and efficiently as possible, please provide us with your name and address, a daytime telephone number on which we can contact you, and if contacting us in writing, your account and relationship details with Scorpeo UK Ltd. Please provide a clear description of your complaint, and what you would like us to do to resolve it.
SCORPEO will acknowledge your complaint within five business days and endeavour to resolve your complaint within 28 days. However, from time to time, it may be necessary to carry out further investigation to ensure we fully resolve your complaint. If this occurs, we will keep you updated on the progress of your complaint.
In the unlikely event that we are unable to resolve your complaint within eight weeks of receipt, or if you are not satisfied with our final response, you can contact the Financial Ombudsman Service:
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
Telephone:+44 (0)845 080 1800
Email: enquiries@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk