For investors
Step 1
You can bring a complaint to GFCRS if you are:
You do not need a representative. GFCRS does not work with claims management or “fund recovery” companies that charge investors fees, and you never need to pay anyone to use our process.
Step 2
Under the GFCRS complaint rules, we can consider your complaint when:
We may accept a complaint outside these limits where there were exceptional circumstances, for example serious illness. Please explain them in your complaint.
Scope
Step 3
You can upload up to 10 files with your complaint, in PDF, PNG or JPG format, each up to 10 MB. Clear evidence helps us deal with your case faster.
Step 4
Acknowledged immediately
Your complaint is registered and you receive a case reference by email. Keep it safe: you need it, with your email address, to track your case.
Eligibility decision: target 10 working days
A case handler checks that the complaint is within our rules, reviews your documents and sends the complaint to the firm, which is asked to respond with its records.
Please reply within 14 days
If we need more information from you or the firm, we say exactly what is needed. The case pauses until the information arrives. Our email explains how to send it.
Outcome: target 90 days from a complete file
With the evidence from both sides, the case handler works towards a settlement both parties accept. If none is possible, the case handler prepares a reasoned outcome.
Firm acts within the time set in the outcome
The case is resolved by agreement or by a reasoned outcome. Where the firm must take action, we follow up until it has done so.
After any review period ends
The case is closed once any action has been completed and the period for asking for a review has passed, or if you withdraw the complaint.
At any stage before an outcome, a complaint may be rejected if it is outside our rules. For example, if it was not raised with the firm first, is out of time, or is already before a court or another dispute-resolution body. We always explain the reason in writing.
Outcomes
You are not bound by our outcome. If you do not accept it, you remain free to pursue the matter by other means.
Appeals
If you or the firm disagree with an outcome, either of you can ask for it to be reviewed by the Independent Review Committee.
If you are unhappy with the service you received from GFCRS itself, rather than with an outcome, see our Complaints Handling Policy.
Other firms
You can still submit a complaint about a firm that is not a GFCRS member by choosing “Other firm” on the complaint form. We will record it and may contact the firm to invite it to take part. If the firm agrees, we handle the complaint in the same way as a complaint about a member.
A firm that is not a member has not agreed to our rules, so it can take part only if it chooses to. We cannot require it to cooperate, to provide information or to follow an outcome. If it does not agree, we will tell you, and the information may be taken into account when we publish notices or assess membership applications.
Before using any firm, check whether it is a member in our Member Directory and check its certificate with the certificate verification service.
Your other options
Using the GFCRS process does not affect your right to complain to the financial regulator that supervises your firm, to a statutory ombudsman or compensation scheme where one is available to you, or to take legal action. GFCRS is not a substitute for those bodies and does not act on their behalf.Beware of impersonation
GFCRS never charges investors a fee to file a complaint or to recover funds, never asks for remote access to your computer, and never asks you to pay taxes or release fees. Anyone claiming to act as a regulator, ombudsman or official recovery agent on behalf of GFCRS is not genuine. Report such contacts to us using the contact form.The form takes about 15 minutes. Have your account details and documents ready. You will receive a case reference as soon as you submit it.