Keydata Complaints Handling Procedure

Keydata Investment Services is authorised and regulated by the Financial Services Authority (FSA). In order to deal with any complaints efficiently and with regard to FSA timescales and requirements we have the following procedures.

How to contact Keydata if you have a complaint

By telephone on: 0844 391 3412
By letter to: Floor 8, Fountain House, 2 Queens Walk, Reading RG1 7QF
By fax on: 0844 391 3422
By e-mail to: compliance.team@keydata.co.uk

Any complaint received by the administration office, either verbally or in writing, will be acknowledged within five business days of its receipt. This acknowledgement will give details of who is dealing with the complaint and details of our internal complaints handling procedure. If we can provide a final response within five business days then we may combine this response with our acknowledgement.

If we require longer to investigate your complaint, then within four weeks of receipt of your complaint we will send you either a final or a holding response explaining when we will be able to give you a final response. This final response must be sent to you within eight weeks of you having made the complaint.

At the end of the eight weeks we must send you a final response. If we are not in a position to give you a final response then we must explain to you why there has been a delay. We must also inform you that you may refer your complaint to the Financial Ombudsman Service (FOS) and give you the details to be able to contact him. Any referral made to the FOS must be made within 6 months of receipt of the final response.

We will deem your complaint closed when we have sent our final response or you have not responded to us within 8 weeks of the written response.