Our clients are at the heart of our business and delivering an outstanding service at all times is what we strive to do. However, we recognise that from time to time we may give you cause to make a complaint. We treat any complaint very seriously and aim to resolve all complaints fairly and promptly in accordance with the Financial Conduct Authority’s complaint handling rules and guidance.

If you feel dissatisfied with any aspect of our service, then in the first instance please contact us at 0203 422 0100 or complaints@micap.com. We will immediately carry out an independent investigation of your complaint and will provide a written response.

If we cannot resolve your complaint within three business days, we will refer your complaint to our principal firm, Resolution Compliance Ltd, to complete and communicate the outcome of the investigation to you.

Financial Ombudsman Service

If we are unable to resolve your complaint to your satisfaction, and you are an eligible complainant as defined by the Financial Conduct Authority, you will have recourse to the Financial Ombudsman Service. Details of the Financial Ombudsman Service are:-

The Financial Ombudsman Service
Exchange Tower
London E14 9SR

complaint.info@financial-ombudsman.org.uk

020 7964 1000 (switchboard)
+44 20 7964 1000 (for calls from outside the UK)
020 7964 1001 (main fax)
0800 023 4 567 (calls to this number are now free on mobile phones and landlines)
0300 123 9 123 (calls to this number cost no more than calls to 01 and 02 numbers)