Complaints Handling

If you are unhappy with any aspect of our service, you can make a complaint by contacting us at complaints@tower-peak.com, or by writing to us at our registered office, marked for the attention of Complaints. Please include your name and contact details, the nature of your complaint, and any relevant dates, documents, or correspondence, so that we can investigate effectively.

We will acknowledge your complaint within 7 business days of receipt. Your complaint will be investigated by a member of our compliance function independent of the matter complained of, or, where appropriate, escalated to senior management. We aim to provide a full written response within 4 weeks of receipt. Where a complaint is more complex and requires longer to investigate, we will write to you within that period to explain the delay and give an expected timeframe for our full response, which will in any event be provided within 8 weeks of receipt.

Our response will set out the outcome of our investigation, the reasons for our decision, and any steps we intend to take as a result.

If you are not satisfied with our response, you may escalate your complaint in writing to our General Counsel & Chief Compliance Officer at the address above. If any category of complainant is DISP-eligible: such complainants may also have the right to refer their complaint to the Financial Ombudsman Service, free of charge, within six months of our final response.

We handle all complaints in accordance with our internal compliance procedures and applicable data protection law. Details of your complaint will be kept confidential and retained in accordance with our data retention policy.