Customer service – complaints & feedback
How do we resolve your complaints?
Providing a good service is important to us. If you are not satisfied with our service, please contact us as soon as possible so we can help put it right.
We will:
- make it easy for you to tell us about a complaint
- consider your suggestions about how we could help resolve the issue
- do our best to make sure you are satisfied with how we handle your complaint
How to tell us about your complaint
Or write to:
MarTrust Corporation Ltd
Office 7.09, 7th Floor
Tintagel House
92 Albert Embankment
London, SE1 7TY, United Kingdom
Call: +44 203 398 7777
Email: [email protected]
Resolving your complaint
When we receive your complaint, we will contact you to let you know:
- who is handling your complaint
- when we expect to resolve it
- whether we require more time to investigate the complaint
If your complaint is particularly complex, it may take longer for us to resolve. Once your complaint has been investigated, we will issue a final response. If we have not resolved the issue within 15 days of receipt, we will write to you to explain why, and indicate when you can expect to receive a final response.
If you are still not satisfied
Subject to applicable laws governing eligible complaints, you can ask the Financial Ombudsman Service (FOS) to review your complaint.
What is the Financial Ombudsman Service?
The FOS is a free, independent and impartial service that helps resolve complaints that financial businesses and their customers have been unable to resolve themselves.
There are some complaints that the FSO cannot handle. You can contact the FSO directly to find out more information about eligibility criteria using the contact details shown below:
Financial Ombudsman Service
Exchange Tower
London E14 9SR, United Kingdom
Call: 0800 023 4 567 or, from outside the UK +44 20 7964 0500
Email: [email protected]
Visit: www.financial-ombudsman.org.uk