We at ELLIE ROTHCHILDS are committed to providing a high-quality financial service to all of our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards and ensure that we provide you with the service to which you are entitled.

Contact Us If you are unhappy with any aspect of the service which you have received it is often best to raise your complaint immediately with our Customer Support Team who will be happy to assist. Their contact details will have been provided to you on any correspondence you have received from us.

If you would like your complaint to be formally investigated, please contact:

 Customer Support Team,

Grosvenor House,

3 Chapel Street,

Congleton,

CW12 4AB, Cheshire.

• Email: retailcustomersupport@ellie-rothchilds.co.uk

What Will Happen Next?

1. If we are not able to resolve your complaint immediately, we will send you a written acknowledgement within 14 working days of receiving your complaint.

2. Responsibility for investigating your complaint will be assigned to a member of our Customer Support team who will review the nature of your complaint and undertake the appropriate action to resolve the matter.

3. We will send you a detailed, final response in answer to your complaint, detailing any actions undertaken to resolve the matter. We would normally expect to send this reply within 10 working days of sending you the acknowledgement letter. If we are not able to send you a full reply within that period, we will update you and tell you when we expect to be able to write to you.