Complaints Policy

Introduction

Market Financial Solutions Ltd always aim to provide the highest possible levels of service. Even so, we appreciate that there may be occasions when customers have a complaint. The below procedures  have been established to deal with this eventuality. These procedures seek to respond in a fair and impartial way to customers and other connected parties, who express dissatisfaction about our firm’s provision of, or failure to provide, a financial service.

Whom to contact

If you have a complaint with the way that we have provided, or have failed to provide, a financial service we ask that you contact the Complaints Officer either by letter or email to outline your concerns using the below details:

Complaints Officer
Market Financial Solutions
46 Hertford Street
Mayfair
London W1J 7DP
United Kingdom

Email: info@mfsuk.com

What happens next?

We will send a written acknowledgement of your complaint within 5 business days of receipt. If the nature of the complaint is unclear, we may telephone or write to you to clarify the area(s) of concern.

We will then carry out a full investigation by gathering the information needed to carefully review your complaint. This may mean that we will ask you for more information or papers to assist us in the investigation.

Gathering all the facts and paperwork enables us to consider all the information available at one time, which is in the best interests of reviewing a complaint comprehensively. If we do need to request details from you, we therefore ask that you respond fully, and as quickly as possible.

We will endeavour to fully investigate your complaint and respond to you within 4 weeks of receipt. If we cannot respond to your complaint within four weeks, we will write to you to explain why we are not yet able to address the matters raised and indicate when we will make further contact.

Once we have all the information needed, we will consider the complaint fairly and impartially and provide a written response indicating our final decision.

If you require any clarification on our complaint procedures, please do not hesitate to contact us.

Market Financial Solutions does not subscribe to any Ombudsman scheme, as such you will not be able to complain to the Financial Ombudsman Service if you remain unhappy with our response.

Menu