Our Complaints Procedure

If you are not completely satisfied with Mackenzie & Moncur LTD and you wish to make a complaint you can do this in several ways.

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Write to: Mackenzie & Moncur Ltd

14 Albany Street

Edinburgh

EH1 3QB

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Email: info@mackenzieandmoncur.co.uk

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Telephone: 0131 777 1022

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Our complaints procedure is detailed below and is in accordance with the Financial Conduct Authority (FCA).

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• We will acknowledge your complaint promptly within five (5) working days of receipt.
  
• We will investigate your complaint and endeavour to send a response to you in within four (4) weeks of receipt of your complaint. If we are unable to provide you with a response within this time, we will send you an update.
• We will endeavour to send a final response to you within eight (8) weeks of receipt of your complaint.

• If we are unable to provide you with a final response within this time frame, we will write to you explaining why and advise you when you can expect a final response.

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If more than eight (8) weeks from the date of your complaint has past and you haven't received a final response or you are dissatisfied with the final response you have received (at any stage of the process) you can contact the Financial Ombudsman Service (FOS) detailed below.

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Write to: Financial Ombudsman Service (FOS)
Exchange Tower
London
E14 9SR

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Email: complaint.info@financial-ombudsman.org.uk

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Telephone: 0800 023 4567

Website: www.financial-ombudsman.org.uk

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