Information about our Complaints Procedure
How we will deal with your complaint
NatWest Markets Plc views a complaint as a customer’s expression of dissatisfaction about a service or product. We see complaints as opportunities to find out what we need to improve, as well as to rescue a client’s trust and confidence and recover that valuable relationship.
Our Complaint Management Policy has been developed to ensure that we achieve these important goals and also aims to promote a culture of fair treatment of clients, maintain the RBS Group standards, and comply with regulatory requirements.
When dealing with your complaint, our aim is to be fair to you. If we find that you have suffered loss or inconvenience as a result of our error or omission, we will aim to return you to the position you would have been in had the error or omission not occurred.
If we cannot agree
Certain complaints can be referred to a dispute resolution provider (e.g. the Financial Ombudsman Service in the UK, or Klachteninstituut Financiële Dienstverlening in the Netherlands). If this is the case with your complaint, we will write to let you know about your rights to refer the matter, who you can refer it to, and any time limits that apply. We will also send you explanatory leaflets where they are available.
Information about alternative dispute resolution providers in the European Economic Area can be found at FIN-NET.
Get in touch
If you want to contact us about any aspect of your complaint, please raise it in the first instance with your usual contact, or if you prefer contact:
NatWest Markets Plc, Compliance & Conduct, 250 Bishopsgate, London EC2M 4AA.