Bluecroft Brokers Ltd recognise their responsibilities under The Financial Conduct Authority’s (FCA) regulations, and as such aims to provide the highest standard of service to all our customers. To ensure that your interests are safeguarded, we have a robust Complaints Procedure in place. The aim of this process is to resolve any issues or concerns as quickly as possible.

If you are unable to reach an informal resolution and wish to raise a complaint with us, please adhere to the following procedure to ensure your complaint is dealt with formally.

How to complain

Complaints should be made in writing, by phone, or via email to:

The Complaints Team
Bluecroft Brokers Ltd,
Stafford Court,
145 Washway Road,
Sale, Manchester,
M33 7PE

Phone – 0161 504 6988

E-mail – [email protected]

Please include the following information so that we can start investigating your complaint as quickly as possible:

• Your name (as it appears on our system and any agreement you have with us), account reference numbers and details of how we can contact you
• What your complaint is about
• A description of what happened and when
• Any losses you believe you have suffered
• What you believe we could do to put things right

What you can expect from us:

Stage 1 – Complaint Officer Review

All complaints must be made in writing to the Complaints Team who can be reached at [email protected]. Your complaint will be acknowledged within three working days of receipt and an investigation undertaken. A formal written outcome of the investigation will be sent to you within 15 working days.

If you remain dissatisfied, you have the right to refer your complaint to:

Financial Ombudsman Service
Harbour Exchange Square
South Quay Plaza
London E14 9SR
Tel: 08000234567
Email: [email protected]
https://www.financial-ombudsman.org.uk/contact-us

Please be advised the above must be done within 12 months of receipt of our final viewpoint.

Stage 2 – Compliance Manager Review

If you remain dissatisfied, you may address your concerns in writing to the Compliance Manager by emailing [email protected] within one month of the response from the Complaint Officer. Your escalation request will be acknowledged within three working days of receipt, and an independent investigation undertaken.

Following the Compliance Manager’s investigation, a formal written outcome and statement will be sent to you within 15 working days and contain the final viewpoint of the company. This will include any offer made.

After you have received our final viewpoint from the Compliance Manager, you have the right to refer your complaint to the Financial Ombudsman Service if a resolution cannot be agreed:

Financial Ombudsman Service
Harbour Exchange Square
South Quay Plaza
London E14 9SR
Tel: 08000234567
Email: [email protected]
https://www.financial-ombudsman.org.uk/contact-us