Complaints

Here at Phillips Capital, we take complaints very seriously. While we strive to provide a professional, high-quality service, we understand that things can go wrong sometimes. If you do feel unhappy with the platform or the service provided, we would like to hear from you so that we can try and get things right as soon as possible.

How to make a complaint

Should you have any complaints about the services provided by us then please notify us by email at: complaints@phillipscapital.info or by calling us on 0800 0614649. We will acknowledge your complaint promptly and arrange for the matter to be investigated by the rules of the FCA (the "FCA Rules") and report the results to you.  

Neither loan Q&As nor discussion forums are appropriate places for making a formal complaint, and any comments placed thereon will not be treated as such. 

Our abbreviated internal complaints procedure is as follows:

• We will acknowledge your complaint, by email, within one business day of receipt of your complaint. 
• We will investigate your complaint and send you an initial response within five business days. 
• Within four weeks of receiving a complaint, we will send you either a satisfactory final response or explain why we are not in a position to resolve the complaint and indicate when we will make further contact.

To view our full Complaints & Procedure Policy, please click here.

If you have an eligible complaint and it is unresolved or not settled to your satisfaction within 8 weeks from the date you first made the complaint, you may refer it directly to the Financial Ombudsman Service ("FOS"). The address of the FOS is Financial Services, Exchange Tower, London E14 9SR. You can also telephone the FOS at 0800 023 4567. Do note that limited companies are not eligible to take a complaint to the FOS. You can find out further information about the FOS on its website: www.financial-ombudsman.org.uk.  

At Phillips Capital , all of our customers are important to us, and we believe you have the right to a fair, swift and courteous service at all times. When we receive your complaint we will deal with it promptly, effectively and positively.

Phillips Capital does not provide advice under any circumstances and nor are we responsible for any advice given by a third-party provider(s).