Generally, our aim is to put you in the position you d be in if things hadn t gone wrong. This might include our telling the firm to make good your losses, up to a total of 100,000. If we think the firm has treated you fairly, we will tell you so. You must always complain to the firm first. In many cases, the firm can sort out your problem without any need for us to get involved.
Many problems are the result of misunderstandings or simple administrative errors.
So before you seek our help, it makes sense to ask the firm to put matters right. If you are not happy with what they do you can then contact us. We are often able to resolve complaints just by taking a fresh look at the facts of the case. If we think your complaint is valid, we will usually start by helping you and the firm resolve the matter informally. We will let both you and the firm know how we think the matter could be resolved.