In the event that you feel you have cause for complaint about the service you have received this leaflet is provided to summarise our Complaint Handling Procedure.
Your Questions Answered
What will Prime do with my complaint?
Our compliance officer will write to you within 5 business days of receipt to acknowledge your complaint and to confirm our understanding of your grievance. This leaflet summarises our procedures and will be issued with your acknowledgement letter.
Who will investigate my complaint?
Your complaint will be investigated by the Compliance Officer. The Compliance Officer is obliged under the rules of the Financial Services Authority, which are legally binding on us, to investigate your grievance fairly and without bias and to resolve your complaint within the timescales quoted.
How long will it take to investigate and resolve my complaint?
We endeavour to conclude customer complaints as soon as possible. We will write to you after 4 weeks if we have not concluded our investigation to advise you of progress made. In any event, we will do our utmost to complete our investigation into your complaint within 8 weeks of our acknowledgement.
Where this is not possible, we will write to you, within this period, and inform you of the reasons why we are unable to complete our investigation within this period. At this stage, you will be advised of further courses of action available to you.
Do I have to accept your final decision?
No. When we issue our final response letter we will include details of the further courses of action available to you. This will include the contact details of the Financial Ombudsman Service, the independent ombudsman responsible for all financial services and banking related complaints. Prime is covered by the Financial Ombudsman Service.
The Compliance Officer
Prime Markets Ltd
140 Fenchurch Street
Tel. 0207 220 4301
The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
Tel. 0845 0801800
The Financial Services Authority
25 The North Colonnade
Tel. 0845 6061234