Raising equity for local SMEs, Investbx incorporates a stock market for West Midlands based companies. Investbx share dealing and investment advice services are provided and administered by The Share Centre Limited
A ‘customer complaint’ is any expression of dissatisfaction whether oral or written, and whether justified or not, about Investbx’s or The Share Centre’s services, or our failure to provide such a service.
We want you to be entirely happy with your investment and our service. However, sometimes we do make mistakes or get things wrong. This page tells you how to make a complaint and how we will deal with it.
We will follow the rules set out by our regulator, the Financial Services Authority, for dealing with a complaint. It is always our aim to investigate customer complaints thoroughly, promptly and fairly.
Where to start
Please contact the department at The Share Centre you have an issue with. You can contact us by any means including letter, telephone or email.
When using email please be careful not to disclose your full account details, please only email your customer reference number. Under no circumstances will we ask you to email your password or memorable word.
We will then do our best to resolve your concerns quickly and we expect that most complaints will be resolved at this stage. If, however, we are unable to resolve your complaint by the close of the next business day, it will be referred to our Compliance Team.
They will write to you to confirm that they have received your complaint. They will then aim to deal with it within 10 business days and write to you again with their findings. If they are not able to do this they will write to you with an update.
If you are still unhappy
If we are unable to resolve your concerns you can refer your complaint to the Financial Ombudsman, whose address is:
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
Telephone: 0845 080 1800
Email: enquiries@financial-ombudsman.org.uk
Web: www.financial-ombudsman.org.uk
The Financial Ombudsman is unable to consider your complaint until we have completed our investigation and given you a final response.
Please note
We have made our complaints procedure simple to follow, so that you should not have to use a solicitor or seek professional help. If you choose to do this, you will be responsible for the costs.
