Contact Us
Computershare Investor Services PLC
Shareholder Relations
The Pavilions
Bridgwater Road
BRISTOL
BS99 6ZZ
Tel: +44(0) 370 702 0000
Fax: +44(0) 370 703 6101
DX 78139 Bristol
Email: UKCISCustomerRelations@computershare.co.uk
We constantly strive to offer you the highest possible level of service, however there may be occasions when you feel you have cause for complaint.
When a complaint arises we will endeavour to resolve it to your satisfaction as quickly as possible.
Our approach to complaints management
We are committed to providing the highest levels of customer service, ensuring customers are treated fairly at all times.
All complaints are logged and tracked from receipt through to resolution. Senior Management regularly review complaints data and root cause analysis to ensure any recurring trends are identified and addressed.
Our complaints handling process
All complaints will be investigated and responded to by an employee of sufficient competence. This employee will not have been involved in the subject matter of the complaint. They will have sufficient authority (or have access to someone who has authority) to investigate the complaint and offer redress where appropriate.
As a business standard, we aim to issue a final response within five business days of receipt of a complaint. Where this is not possible, we will acknowledge the complaint within five business days to confirm the complaint is being investigated.
In the event a final response cannot be issued within four weeks, we will write to you advising on the progress of the investigation. If we cannot respond within eight weeks, we will write to you explaining why we are still unable to issue a final response and when we expect to reply.
If, for any reason, you are not satisfied with the outcome of the investigation, please contact the person responsible for handling your complaint. Alternatively, you may choose to refer the complaint to the Financial Services and Pensions Ombudsman.
Financial Ombudsman Service
We operate both Regulated and Unregulated activities.
If your complaint meets the regulated complaint criteria (or if eight weeks have passed since Computershare first received your regulated complaint and we have been unable to issue a final response), we will advise you that you have the right to refer the complaint to the Financial Ombudsman Service (FOS). The FOS is an independent service in the UK for settling disputes between business providing financial services and their customers. You can find out further details of their service on their website: https://www.financial-ombudsman.org.uk.
Information Commissioner's Office
If your complaint is in relation to data protection, you have the right to refer the complaint to a data protection supervisory authority. In the UK, this is the Information Commissioner's Officer (ICO). You can find out further details of their service on their website: https://ico.org.uk.
Computershare Investor Services PLC is authorised and regulated by the Financial Conduct Authority, Registered Office: 12 Endeavour Square, London, E20 1JN. Computershare Investor Services PLC is on the Financial Conduct Authority Register with registration number 188534. Computershare Investor Services PLC is registered in England & Wales, Company No. 3498808, Registered Office: The Pavilions, Bridgwater Road, Bristol BS13 8AE. The main business of Computershare Investor Services PLC is the provision of share registry and shareholder services.