How do I make a complaint?
Making a complaint
Outstanding customer service is at the heart of everything we do. But that doesn’t mean we get it right every time. If our service doesn’t live up to your expectations, or if you have a client where something’s gone wrong, tell us and we’ll fix it. Here’s what you need to do:
Tell us what went wrong
Call us
Email us
Write to us
Complaints
Octopus Investments
33 Holborn
London
EC1N 2HT
What happens next?
It’s important that we’re given the chance to investigate the complaint fully, and then respond in a way that addresses the concerns raised. We’ll always be fair and reasonable in our approach, and wherever possible we’ll improve things so that it doesn’t happen again.
Some complaints can take longer to resolve, but we’ll keep you updated throughout. After we’ve finished investigating the complaint, we’ll get back with a decision and explain how we’ve reached our conclusion. We’ll do this either by phone, email or letter.
Talking to the Financial Ombudsman Service
Asking the Financial Ombudsman Service to help
If you’re unhappy with our decision and would like to take things further, you can refer your complaint to the Financial Ombudsman Service (FOS). They’re an independent body that helps resolve disputes between financial services firms and their customers. We’ll include their details when we send you our written response.
Important information about VCTs
When you invest in a Venture Capital Trust (VCT), you’re buying shares in a listed company. VCTs are not FCA regulated retail investment products, so how they are managed or perform doesn’t fall under the FCA complaints scheme. As a VCT investor, you’re a shareholder in the VCT itself, not a customer of Octopus Investments. This means that complaints about the VCT can’t be referred to the Financial Ombudsman Service (FOS).
What happens next?
It’s important that we’re given the chance to investigate the complaint fully, and then respond in a way that addresses the concerns raised. We’ll always be fair and reasonable in our approach, and wherever possible we’ll improve things so that it doesn’t happen again.
Some complaints can take longer to resolve, but we’ll keep you updated throughout. After we’ve finished investigating the complaint, we’ll get back with a decision and explain how we’ve reached our conclusion. We’ll do this either by phone, email or letter.
Talking to the Financial Ombudsman Service
Asking the Financial Ombudsman Service to help
If you’re unhappy with our decision and would like to take things further, you can refer your complaint to the Financial Ombudsman Service (FOS). They’re an independent body that helps resolve disputes between financial services firms and their customers. We’ll include their details when we send you our written response.
Important information about VCTs
When a client invests in a Venture Capital Trust (VCT), they’re buying shares in a listed company. VCTs are not FCA regulated retail investment products, so how they are managed or perform doesn’t fall under the FCA complaints scheme. VCT investors are a shareholder in the VCT itself, not a customer of Octopus Investments. This means that complaints about the VCT can’t be referred to the Financial Ombudsman Service (FOS).
Whistleblowing concerns
If you believe that you have witnessed something which contravenes our standards of personal or business conduct, you can do so by raising a whistleblowing concern. All concerns raised are taken seriously and fully investigated. The identity of staff, suppliers or clients who raise a concern will be kept confidential, and will not be discriminated against in any way as a result of raising an issue. Staff should read the Whistleblowing Policy before contacting to ensure the report is made correctly.
Reports can be made by email to: [email protected] or by calling 0800 294 6824.
You can also raise a concern anonymously on the Whistleblowing platform, FaceUp.