Contact us

How to make a complaint

We are serious about resolving customer issues fairly and as quickly as possible.

We can help

At Stonehaven, we want to keep our customers happy, however we understand every now and then our customers may have an issue they would like resolved. This page tells you how to make a complaint. If you tell us about it, we’ll do our best to put it right. We’d also like to know when we are doing things well.

Our promise to you

We promise to get to the bottom of your issue, to tell you what we’re doing about it and to do everything we can to help you.

When you contact us

Please tell us:

• Your name, address, telephone number and any account number
• The name and address of your IFA
• The reason for your complaint

How to contact us

E-mail:

complaints@stonehaven-uk.com

Telephone:

020 3008 8976

Letter:

Stonehaven, 83 Victoria Street, London, SW1H 0HW

What we’ll do

Our Complaints Department will let you know that we’ve received your complaint within 5 working days. They will pass your complaint to the appropriate department, and we’ll try our very best to deal with it within 4 weeks.

We hope most complaints can be sorted out by this time. If we need a bit more time, we’ll keep you posted every step of the way.

Next Steps

We always hope that we are able to sort out your issue.

However, if after 8 weeks we:

• have been unable to satisfy your complaint, or
• haven’t sent you our final response

you can write to the Financial Ombudsman, whose address is:

Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR

Telephone: 0845 080 1800

However, the Financial Ombudsman is unable to deal with your complaint unless you’ve first given us the chance to put things right.

We have made our complaints procedure easy 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.

For further information please talk to your financial adviser.