Complaints Policy

How to make a complaint

We believe you are entitled to courteous, fair, and timely service, and we make every effort to treat all of our customers fairly.

Please email us at if you believe something isn’t right or wish to make a complaint. If you prefer to call or write, please use the following information:

New Capital Link Limited t/a New Capital Link

23 Berkley Square, Mayfair, London W1J 6HE

Telephone: +44 203 633 6963

If our service fails to meet your expectations, please do not hesitate to contact us or email us to resolve your problem quickly and effectively. We will ensure that it is handled within 28 days.

How we’ll handle your complaint

Suppose we are unable to resolve your complaint within 12 business days after receiving it. In that case, we will write to you to acknowledge receipt of your complaint via email, or if the complaint was made by letter, the reply would be sent by first-class mail.

Within six weeks, we will investigate your complaint competently, diligently, and impartially, gathering additional information as needed. We’ll keep you updated on our progress and do everything we can to resolve any issues to your satisfaction within eight weeks.

We’ll decide whether the complaint should be upheld and, if so, what kind of redress or remedial action (or both) is appropriate. We will explain our assessment of your complaint, our decision on it, and any corrective action or redress offer promptly and in a fair, transparent, and non-misleading manner. Our complaints are always responded to in writing.

If we are unable to resolve your complaint, you may be able to take it to the Financial Ombudsman Service for resolution.


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