Complaints

Our aim is to provide you with excellent service at all times. However, we do understand things can sometimes go wrong.
If, for any reason, you are not entirely satisfied with our service, we want to hear from you so we can put matters right.
You can raise your concerns with us either in writing, by email, or by telephone.

Many concerns can be resolved straight away by providing you/your client with an immediate explanation to answer them. If we are unable to resolve your concerns straight away, we will write to you/your client promptly to let you know we have received your complaint and how we intend to deal with it. If the concern is made by phone, the initial letter you receive will confirm our understanding of the complaint, so that you/your client have a chance to tell us if we have misunderstood anything.

1. Acknowledgement. We will acknowledge your/your clients complaint in writing, by letter or email, summarising our understanding of you/your clients concerns, within 5 working days.
2. Investigation. You/your clients complaint will be looked after by a dedicated member of our staff, who will ensure that an independent and impartial investigation is carried out.
3. Response. Once we have completed our investigation into you/your clients complaint we will issue a final response letter. This letter will be sent out within 8 weeks of receiving you/your clients complaint and will detail our findings and advise of any further action we may choose to take. This is the final stage of our complaints process. If, for any reason we are unable to issue our final response within 8 weeks of receiving you/your clients complaint, we will write to you and explain why. We will also let you know when to expect our final response.

If, for any reason we are unable to issue our final response within eight weeks, we will write to you/your client and explain why.

We will also let you know when you can expect our final response. At this point we will provide you with details of the appropriate Ombudsman service, and explain how you can refer your complaint to them if you wish.

If you have an issue with any aspect of our service, you can raise your concerns with us, either in writing or by telephone.

Stocktrade
PO BOX 164,
8 West Marketgait,
Dundee,
DD1 9YP

T  0131 240 0400
E  [email protected]