Complaints Policy

At Kession Capital Limited, we value you as our customer and want you to be entirely satisfied with the service you receive. If something has gone wrong and you want to make a complaint about it, the summary below explains our obligations to you, together with how we will deal with your complaint and your rights during and after the process has completed.

If you need this information in another format, please tell us.

You can make a complaint by telephone, e-mail or in writing.


Telephone: 0207 558 8800

In writing: 7th Floor, Hyde House, The Hyde, London, NW9 6LH

On receipt of your complaint, we will assess whether we will be able to resolve the matter to your satisfaction within three business days. If we feel that we can investigate and resolve the matter fully within this timescale, we will do so and inform you of the outcome. This will provide details of our conclusions from the investigation and any remedial actions we have taken or intend to take. We will then ask you to confirm that you are satisfied with the outcome.

If we are unable to confidently resolve your complaint within three business days, we will promptly inform you of this and include the name of the person who will manage your complaint and provide updates on progress. Within eight weeks of receiving your complaint, we are required to issue you with a Final Response Letter that details our conclusions from the investigation and any remedial actions we have taken or intend to take.

If we have been unable to conclude our investigations within the eight-week period, we will confirm this in writing and provide an estimate of when we believe we will be able to issue a Final Response Letter.

If having reviewed your complaint, we believe that it wholly or partially involves another regulated firm, we will promptly forward your complaint (or the relevant section(s) of the complaint) to that firm and confirm in writing to you that we have done so. If part of the complaint refers to our services or products, we will continue to deal with those areas under this procedure.

You can decide to refer your complaint to the Financial Ombudsman Service at any time during the process. Their contact details are below.


Phone: 0800 023 4 567 or 0300 123 9 123

By post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR