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Making a complaint

We're sorry if we haven't provided you with the service you expected. Please let us know so and we'll do everything we can to put things right for you and make improvements.

If you're not happy and need to make a complaint, you can let us know by contacting us in the following ways:

  • By telephone: +44.203.389.7060
  • By email: complaint@etfmatic.com
  • By post: 2nd Floor, 4 St Paul’s Churchyard, London EC4M 8AY, United Kingdom

We aim to solve problems as soon as we receive it, but for more complex issues we may take a little longer to investigate your concerns. In this case we'll send you an acknowledgement letter explaining you what will happen next and when you can expect to hear from us again. After that, we'll continue to investigate and work with you to find a solution. Finally, we'll send you a letter explaining the outcome.

The Financial Ombudsman Service

We'll always do our best to find a satisfactory solution for you. If any reason you are not satisfied with the outcome or if eight weeks have gone by since you first told us about the problem, you can ask the Financial Ombudsman Service to review the situation.

The Financial Ombudsman is a free, independent and impartial organisation that helps settle disputes between financial business and their customers. You have six months from the date of our final response letter to refer your complaint to them.

You can contact the Financial Ombudsman Service at:

  • Phone: 0800 0 234 567 (free from fixed and mobiles) lines.
  • Web: www.financial-ombudsman.org.uk
  • Email: complaint.info@financial-ombudsman.org.uk
  • Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR.

The European Commission has launched an online dispute resolution (ODR) platform which applies to all online retailers within the European Union and allows consumers to submit their complaint through a central site which will forward the complaint to the right Alternative Dispute Resolution (ADR) scheme. In relation to ETFmatic this is Financial Ombudsman Service and you can go to them directly as shown in the contact details above. For more information about ODR please visit: http://ec.europa.eu/odr