Complaints Procedure

Castle Corporate Finance - It takes one to know one

Castle Corporate Finance Limited - Complaint Handling Procedure​

We always want to provide the best possible service for our customers but recognise that sometimes you might be disappointed with our service. If you are dissatisfied by the service we have provided to you, you can make a complaint to us. By making a complaint, you are giving us the opportunity to investigate and improve our services for everybody. To make a complaint, please contact us using the information provided in this procedure. We will then review your complaint and provide you with our response.

How to make a complaint

If you wish to make a complaint about our service, you can do so using the following details:

Information to provide when making a complaint

We aim to resolve your complaint as quickly as possible. To help us do this, please provide the following when making your complaint:

  • A description of your concern
  • What you would like us to do to put things right
  • Your name and address
  • A phone number and the best time to contact you

What happens after making a complaint?

Shortly after receiving your complaint we will send you a prompt acknowledgement in writing, letting you know that we have received the complaint and that we are looking into it. We will also let you know when you should receive our response, which we will always aim to provide within 8-weeks from the day you made your complaint. We will then keep you updated on the progress of your complaint up to the time when you receive our response. 

Our Response

Before we respond to your complaint, our complaint handler will investigate the circumstances surrounding your complaint and which led to it being made. They will look at why you have made your complaint and investigate what might have gone wrong. Then, within 8 weeks from the date of your complaint, our complaint handler will send you either:

i. A final response addressing your complaint and explaining the outcome of our investigation; or

ii. A written response which explains why we are still not in a position to make our final response, giving reasons for the further delay and indicating when we expect to be able to provide our final response.

If your complaint is upheld, we will confirm this in writing to you, including any suitable recourse, where applicable. If we consider it appropriate to offer redress or remedial action, we will promptly comply with that offer should you accept this.

If we reject the complaint, we will give reasons for doing so in writing.

If you remain dissatisfied

If you remain dissatisfied following our final response, you may wish to seek independent legal advice.