How to make a complaint
We aim to provide a high standard of service at all times.
The information below outlines how to make a complaint if you feel we have fallen short in any way.
How to get in touch
You can make a complaint by phone, email, or post, using the details below:
Complaints Officer: Elizabeth Orbell, Compliance Officer
Rockpool Investments LLP
10 Bressenden Place
London SW1E 5DH
Phone: 0203 8548 100
Email: team@rockpoolinvestments.co.uk
Please include your name, account name or investor reference (if known), and as much detail as possible about your complaint, including relevant dates and any supporting documents.
What happens next
- Acknowledgement — We’ll write to confirm we’ve received your complaint and that we’re dealing with it, and keep you updated on progress.
- Investigation — Your complaint will be looked into thoroughly, fairly, and independently by someone not involved in the matter you’re complaining about.
- Final response — We aim to resolve most complaints quickly. Where this isn’t possible, we will send you a final response within 8 weeks of receiving your complaint, explaining our decision and the reasons for it.
If we’re unable to give you a final response within 8 weeks, we’ll write to explain why, tell you when to expect one, and confirm your right to refer the matter to the Financial Ombudsman Service in the meantime.
Your right to refer to the Financial Ombudsman Service
If you’re not satisfied with our final response — or if 8 weeks have passed since you first complained — you may be able to refer your complaint to the Financial Ombudsman Service (FOS), a free and independent service for resolving disputes with financial services firms.
This right generally applies if you are a private individual, a small charity (annual income under £1 million), a small trust (net assets under £1 million), or a micro-enterprise. We’ll confirm your eligibility in our final response, along with a copy of the FOS explanatory leaflet.
Financial Ombudsman Service
Exchange Tower, London E14 9SR
Phone: 0800 023 4567
Website: financial-ombudsman.org.uk
How we handle your information
We keep a record of all complaints and how they were resolved, in line with our regulatory obligations. This information helps us continually improve our service.