Our approach to complaints

You can contact us to raise any concerns:

• By logging in to your account and sending us a secure message
• By calling us on 0345 607 6001.  We are here to help you between 7.45am and 5.30pm Monday to Friday. 
• By writing to Customer Services, interactive investor, 2nd floor, One Embankment, Neville Street, Leeds, LS1 4DW.

We aim to respond to all complaints within 3 working days, however sometimes it can take longer if a complaint is complex. If this is the case, we will send an acknowledgement by secure message, email or letter to you by the 5th working day and will keep you informed of progress.

We will contact you when we have completed our investigation into your complaint to tell you what action we are proposing to take. If you are not satisfied with our response you should let us know immediately and we will let you know what your options are.

We aim to resolve all complaints as soon as possible, but if we are unable to resolve your complaint within 8 weeks, we will send you an update by secure message, email or letter to let you know what your options are whilst we continue to find resolution.

If you remain unhappy with our final response, we will give you details on how you can complain to the Financial Ombudsman Service (FOS). This independent dispute resolution scheme has been set up by the Financial Conduct Authority to settle complaints between consumers and businesses providing financial services. We will confirm your eligibility to refer your complaint to FOS in our final response and will provide you with a copy of the FOS explanatory leaflet.

You are also able to raise a civil case (i.e. via the courts) but, unlike the Ombudsman, this is not a free service and the cost of doing so is not covered by Interactive Investor.

You can contact FOS directly:

• In writing – Exchange Tower, London, E14 9SR
• By telephone – 0800 023 4 567
• Online – www.financial-ombudsman.org.uk
• Email – complaint.info@financial-ombudsman.org.uk