Complaints

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 by emailing laura.kincaid@north-standard.com.

The managers will endeavor to ensure all complaints are resolved and members are satisfied with the outcome. In the event managers are unable to resolve a complaint and the member is dissatisfied with the outcome (subject to qualifying as an eligible complaint) the member may refer the complaint to the Financial Ombudsman Service. Further details on eligible complaints, and the Financial Ombudsman Service can be found on their website.

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. You can contact the whistle-blowing officer on laura.kincaid@north-standard.com.