The managers are committed to providing the highest standard of service to members. It is therefore important that any complaint should be resolved to the member's satisfaction so far as possible, in an expeditious manner.
In the first instance a member, correspondent or advisor should address any complaint to the person with whom they normally deal within the managers' organisation. However, if this fails to resolve the matter the complaint may be referred to the club's Compliance team on Compliance.Admin@ctplc.com.
Some members may qualify as eligible complainants under the Financial Ombudsman Service, details of which can be obtained from the Financial Ombudsman Service website: www.financial-ombudsman.org.uk
If members, correspondents or advisors feel that the matter involves criminality or such serious misbehaviour that it cannot be discussed with their normal business contact, the managers have available a whistle-blowing system that operates outside of the managers’ P&I Division. The whistle-blowing system meets the requirements of the various United Kingdom’s regulators, including confidentiality of disclosures and protection of informants. The whistle-blowing officer is Richard Yerbury who can be contacted on +44 203 320 2264 or firstname.lastname@example.org