While we aim to provide a smooth and reliable investing experience, we understand that sometimes things may not go as expected. If you're unhappy with any part of our service, we're here to listen and put things right.
This guide explains how to raise a complaint and what you can expect from us during the process.
How to contact us
The easiest way to make a complaint is to email our Client Support team:
Email: support@investengine.com
Please include:
- Your full name and account email address
- A clear description of your concern
- Any relevant details, such as dates, transactions, or correspondence
We’ll acknowledge your complaint promptly and aim to resolve it as quickly as possible.
What happens next?
- We’ll investigate your complaint fairly and thoroughly.
- In most cases, we’ll respond within 3 business days. If it takes longer, we’ll keep you informed and provide a formal response within 8 weeks at the latest.
What if you're not satisfied?
If we haven’t resolved your complaint within 8 weeks, or you’re not happy with our final response, you may be able to refer your case to the Financial Ombudsman Service (FOS)- an independent organisation that helps settle complaints between consumers and financial businesses.
Eligibility:
The FOS is an independent organisation which aims to resolve disputes between customers and firms where they have been unable to resolve the issue themselves. The FOS will therefore not look at a complaint until it has been taken up with us and we have had reasonable time to look at the complaint and respond to it.
You can contact the FOS at:
- Website: www.financial-ombudsman.org.uk
- Phone: 0800 023 4567
- Email: complaint.info@financial-ombudsman.org.uk
- Post: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
You must refer your complaint to FOS within 6 months of receiving our final response.
Need more help?
If you have any questions about our complaints process, please contact our Client Support team or visit our Help Centre for more information.