Challenge Brokers Limited are committed to providing a high level of service, but we understand that sometimes things can go wrong and we may fail to meet your expectations. Should that happen, please follow the steps below to file your complaint with us. Your complaint will be reviewed promptly and fairly

You can notify us of your complaint by email, in writing or by phone.

We will aim to resolve your complaint immediately, where possible, or within 3 business days of receipt and write to you summarising how we have resolved your compliant.

If we are unable to resolve your complaint within 3 business days, we will write to you to acknowledge your complaint within 5 business days and advise the name of the person handling your complaint and the date you can expect to hear from us.

If we have not reached a decision on your complaint within 4 weeks of receipt, we will write to update you on our progress, and advise when you can expect to receive a final response from us.

Within 8 weeks of receipt of your complaint, we will provide you with a final response letter detailing the outcome of our investigation and our decision.

In the event that we have been unable to resolve your complaint within 8 weeks, we will write to you to explain the reason for the delay and when we anticipate to finalize our investigation.

The Financial Ombudsman Service

If you are not satisfied with our final response to your complaint or we have not resolved your complaint within 8 weeks, you may be entitled to refer your complaint to the Financial Ombudsman Service (FOS) free of charge, but you must do this within 6 months of our final response letter.

The FOS contact details are:

The Financial Ombudsman Service

Exchange Tower

London

E14 9SR

Telephone: 08000 234 567

Further details regarding the FOS can be obtained from their website www.financial-ombudsman.org.uk