Marshall Sterling

Complaints Handling Process

CHP (Web)

Complaints Handling Process (Web)

Marshall Sterling Investment Management adheres to very high standards and we aim to provide the very best service to our customers. This includes having an effective complaints procedure when you feel those standards haven’t been met.

If you have a cause to complain to us, we will endeavour to resolve any concerns fairly, effectively and promptly, in accordance with our internal complaints policy. We treat all complaints seriously, whether they are made by letter, email or telephone.

Below are the steps Marshall Sterling will take once a complaint has been received:
We will send you a prompt written acknowledgement – within three business days – providing early reassurance that the complaint has been acknowledged and that we are investigating the matter.
In line with the FCA rules, we must send you a written ‘final response’ within eight weeks after the receipt of the complaint. However, in accordance with our internal complaints policy, we will aim to provide the final response within four weeks of receipt of the complaint.   The final response will detail the actions we have decided to take and a subsequent explanation as to why we have come to that decision.  If appropriate, we will offer redress by means of compensation and an apology. If you are unsatisfied with the final outcome, you may be able to refer the matter to the Financial Ombudsman Service (‘FOS’) within 6 months of the final response.

In the unlikely event that we are not able to resolve your complaint within eight weeks of receipt, we will send you:
A letter explaining why we have still not resolved your complaint with an indication of when you will hear further details from us, and
Details of your right to refer your complaint to the Financial Ombudsman Service.
The Financial Ombudsman Service (‘FOS’)
If you are dissatisfied with the way we will have handled your complaint or the final outcome, you may refer the matter to the FOS.
The FOS provides a free, independent and unbiased assessment of complaints referred to it. We generally regard the Ombudsman’s findings as binding. You are, however, still able to pursue the matter privately via the courts.
The Ombudsman can only consider a case when Marshall Sterling’s own complaints procedure has been exhausted. Please note, you must also refer your case to the FOS within 6 months of our final response.
The FOS contact details are as follows:

Address: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR, United Kingdom.
Telephone number: 0800 023 4567;

How to make a complaint:
In order to make a complaint to Marshall Sterling Investment Management in the UK, please contact us using one of the following methods:

By email:
Using the form on this page

By post:
Marshall Sterling Investment Management
1 Canada Square
37th Floor
Canary Wharf
E14 5AA
United Kingdom

For further information regarding our complaints contact details, please refer to the Financial Services Register or request a copy of our comprehensive Complaints Handling Policy.