Complaints Policy

If you need to make a complaint

At Tokenise we are committed to providing you with excellent customer service and want you to be completely satisfied with the service you receive. If you are or have been dissatisfied with any of the services we have provided for you, please let us know so we can understand your concerns, investigate and respond.

 

How to complain?

We aim to resolve your complaint quickly and efficiently. To help us to deal with your complaint, we will ask you for the following information:

  • Your personal details, including your contact details
  • A brief overview of your issue
  • What you would like us to do to resolve it

You can choose how you want to complain to us, our staff are on hand to help by:

Telephone:              0207 558 8800

Email:                      [email protected]

Letter:                     Tokenise Team

Kession Capital Limited

7th Floor

Hyde House,

London

NW9 6LH

 

What happens next?

If possible, we will aim to resolve your complaint within 3 working days of receiving it by coming to a satisfactory agreement and conclusion with you. We will send confirmation of this conclusion in our Complaint Summary Letter, this will regard the complaint as closed. If we are unable to reach a conclusion by this date or the complaint needs further investigation, we will contact you within 5 working days of receiving your complaint by sending you an Acknowledgement Letter.

 

Once we have sent you an Acknowledgment Letter, we will respond to your complaint fully within 8 weeks, keeping you updated throughout with our progress. Your complaint will be fully investigated, and we will write to you with our findings in a Final Response Letter.

 

The Financial Ombudsman Service

We try and resolve all our complaints internally. However, if you remain unhappy with our response, we have not resolved it within 8 weeks from you telling us about it and you are eligible, you have the right to refer your complaint to the Financial Ombudsman Service. Check if you are eligible here: FCA – Complaints Eligibility.  If you want the Financial Ombudsman Service to look into your complaint, you must refer it to them within 6 months of our Final Response Letter. You can contact them on:

 

The Financial Ombudsman Service

Exchange Tower

London

E14 9SR

www.financial-ombudsman.org.uk

 

Tel: 08000 234 567

Calls to this number are now free on mobile phones and landlines

 

Or: 0300 123 9123

Free for mobile-phone users who pay a monthly charge for calls to numbers starting 01 or 02.

 

Email: [email protected]

 

The Financial Ombudsman Service offers a free independent service and they can help with most financial complaints. For more information you can visit their website at www.financial-ombudsman.org.uk

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