We aim to resolve every complaint fairly, promptly and transparently. Here is how to raise a concern and what to expect.
Last updated: 1 January 2025Meridian Capital Partners takes all complaints seriously. We are committed to handling complaints fairly, consistently and promptly, in line with the rules and guidance of the Financial Conduct Authority (FCA).
You can raise a complaint by any of the following means:
Please include your name, account number, contact details and a clear description of your complaint, together with any supporting documents.
| Stage | Timeframe | What we do |
|---|---|---|
| Acknowledgement | Within 5 business days | We confirm receipt and provide a reference number. |
| Investigation | Up to 8 weeks | We investigate and gather the information needed. |
| Final response | Within 8 weeks | We send our final response with our decision and reasons. |
Where we cannot resolve a complaint within 8 weeks, we will write to you explaining why and tell you about your right to refer the matter to the Financial Ombudsman Service.
If you are unhappy with our final response, or if 8 weeks have passed, you may refer your complaint to the Financial Ombudsman Service (FOS), free of charge. The FOS is an independent body that resolves disputes between consumers and financial firms.
Financial Ombudsman Service
Exchange Tower, London E14 9SR
Phone: 0800 023 4567 · Website: financial-ombudsman.org.uk
You must refer your complaint to the FOS within six months of receiving our final response.
Some cryptoasset activities are not regulated by the FCA and are not covered by the Financial Ombudsman Service. We will still investigate any complaint you raise and explain the options available to you.
We keep a record of all complaints and the action we take for at least five years, and we report complaint data to the FCA where required.
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