How can I complain?

Treating customers fairly is at the heart of everything we do. We have a complaints procedure in place to ensure that all complaints are handled fairly, promptly and impartially.

Let us know what went wrong

Unfortunately, we do not always get it right. If for any reason our service does not meet your expectations, we’d appreciate the opportunity to put things right for you. If you’d like to make a complaint, you can contact us by:

Phone: +44 (0) 20 7416 7780

Email: complaints@downing.co.uk

Write to: Complaints, St Magnus House, 3 Lower Thames Street, London, EC3R 6HD

What happens next?

Upon receipt of a complaint, we endeavour to issue an acknowledgement letter within three business days of receipt, including a summary of our complaints handling procedure. However, if the complaint can be resolved within three business days, we will issue a summary resolution communication responding to the complaint, explaining that we believe it to have been resolved, and include details of the Financial Ombudsman Service (FOS).

We will investigate all complaints fully, ensuring that all concerns are addressed, and that investigations are undertaken by someone of the appropriate seniority.

What is the timeframe for dealing with complaints?

We will resolve all complaints at the earliest opportunity and will aim to keep you updated throughout the process. Some complaints can take longer to resolve than others. For any complaints we are unable to resolve within three business days, you should expect to receive one of the below responses within eight weeks of the complaint:

  • a final response to the complaint including details of the Financial Ombudsman Service (FOS), and a copy of its explanatory leaflet; or    
  • a response that explains why we are not yet able to issue a final response, giving reasons for the delay. We will indicate when we expect to be able to provide a final response and provide you with the relevant details of the Financial Ombudsman Service (FOS), along with a copy of its explanatory leaflet.

Financial Ombudsman Service (FOS)

If you are unhappy with our response, you may be entitled to refer the complaint to the Financial Ombudsman Service (FOS) for its consideration.

This must be done within six months of the date you receive our final response.

Address:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Email: complaint.info@financial-ombudsman.org.uk

Helpline: 0800 023 4567

https://www.financial-ombudsman.org.uk/