Piper Sandler Ltd. is authorised and regulated (Registration Number - 191657) by the Financial Conduct Authority (“FCA”) in the United Kingdom. We are required to have in place clear and effective procedures for the reasonable and prompt handling of complaints.
Piper Sandler is committed to providing the highest quality service to all its clients, but we recognize that there will be circumstances that present an opportunity for improvement. If we do not meet your expectations or fulfill our promises, you may wish to make a complaint. Our complaints procedure is set out below.
Definition of a Complaint
For the purpose of FCA requirements on complaints procedures (FCA Handbook) a complaint is any expression of dissatisfaction, whether oral or written, and whether justified or not, from or on behalf of an eligible complainant about the firm’s provision of, or failure to provide, a financial services activity.
A complaint must involve an allegation that the complainant has suffered, or may suffer, financial loss, material inconvenience or material distress.
How to Make a Complaint
All complaints should contain sufficient detail such as dates, names, circumstances, amounts, etc., required to allow the complaint to be fully investigated.
You can make a complaint by any reasonable means – for example, letter, email, telephone or in person. See the details for these communication methods below:
- Mail: Compliance Officer, Piper Sandler Ltd., 1st Floor, New Fetter Place | 8-10 New Fetter Lane, London, UK EC4A 1AZ, United Kingdom
- Phone: +44 207 796 8400
- Email: PJL Complaint Handling
What We Will do Once We Have Received Your Complaint
The compliance officer will review the complaint with appropriate members of senior management and determine how best to deal with the complaint. Any such investigation will be competently, diligently and impartially carried out. A conclusion will be reached on whether the complaint should be upheld, and if so, what remedial action or redress (or both) may be appropriate.
If early resolution of the complaint is not possible the compliance officer will send within five business days a written acknowledgement of the complaint, giving the name or job title of the individual handling the complaint (together with details of Piper Sandler Ltd. complaint handling process).
Within eight weeks of receiving a complaint, the compliance officer will either send a final response or explain why the firm is not yet in a position to resolve the complaint, indicating when the firm expects to be able to provide a final response.
Investigating and Resolving your Complaint
We will investigate your complaint fairly, consistently and promptly, perform a root cause analysis, determine whether the complaint should be upheld, and (if appropriate) determine remedial action and / or redress. We will set out our conclusions in a final response to you.
If we decide that redress is appropriate we will aim to provide you with fair compensation for any acts or omissions for which we are responsible. If you accept our offer we will promptly provide the compensation to you.
Our Timetable for Responding to You
Once we have acknowledged your complaint we will keep you informed of our progress. Within eight weeks of us receiving your complaint we will send you either a final response or a written response which:
- explains why we are not in a position to make a final response to you and when we might be expected to provide one;
- informs you whether you are now entitled to refer the complaint to the Financial Ombudsman Service (“FOS”); and if so
- encloses a copy of the FOS standard explanatory leaflet.
We will regard your complaint as closed in the following circumstances:
- once we have sent you a final response; or
- where you have told us in writing that you accept an earlier response that we have sent to you; or
- if you refer your complaint to FOS, when FOS informs us in writing that the complaint has been closed.
Financial Ombudsman Service ("FOS")
As part of its statutory obligation, the FCA has established the Financial Ombudsman Service which has the power to consider, arbitrate and settle complaints against authorized firms in the event that the parties concerned have been unable to resolve the matter between themselves.
When PJL’s compliance officer receives notification of a complaint the compliance officer along with appropriate members of senior management will undertake a review to consider whether, under the FSA dispute resolution complaints rules (DISP 2.7), the complainant is eligible to be covered by the Financial Ombudsman Service (www.financial-ombudsman.org.uk). If the complainant is eligible, you will be informed in the initial response.
If you are an eligible complainant you are able to refer a complaint to the FOS if you are not satisfied with the outcome of your complaint. Your rights are set out in the FOS’s leaflet "Your Complaint and the Ombudsman" which we will provide to you as part of the Complaints process. Please remember that if you wish to refer a complaint to the FOS, you must do so within six months of receiving our final response.
You should allow us to complete our internal Complaints Procedure before you refer your concerns to FOS.
As a service to you, we have provided the latest contact information for the FOS for your convenience:
- Mail: The Financial Ombudsman Service, Exchange Tower, London E14 9SR
- Phone: +44 0800 023 4567
- Email: complaint.infofinancial-ombudsman.org.uk
- Website: www.financial-ombudsman.org.uk
If you have any questions about our complaints process, please contact us at PJL Complaint Handling or via the mail address listed, we are always happy to assist.