Complaint Handling Procedures
If you’re not happy with our service, we want to know about it and we want the opportunity to put things right.
How to complain
You can make your complaint by any means—verbal or written, electronically or otherwise. You can complain to your usual contact if you wish.
For US complaints:
You can submit your complaint via uscomplaints@sharegain.com or mail it to:
Sharegain Securities Inc. Attn Compliance
60 Broad St
Floor 24
New York, NY 10004
Your complaint will be reviewed by a senior member of staff of the US broker dealer and acknowledged within 15 days.
We may contact you for further information.
Once our review is complete, we will provide you with a written response in a timely manner.
If you are not satisfied with our final response, you may escalate your complaint to the relevant US regulatory body:
For non-US complaints:
You can submit your complaint via info@sharegain.com or mail it to:
Sharegain Ltd. Attn Compliance
77 Leadenhall Street,
London EC3A 3DE.
Your complaint will be reviewed by a senior member of staff. It might be possible to resolve your complaint straight away. If so, we will attempt to do so, and if you indicate that you are satisfied with our resolution, then we will close your complaint.
Otherwise, we will acknowledge your complaint and attempt to resolve it as fairly as possible. We may contact you for further information.
Once our review is complete, we will provide you with a written response. If we cannot provide a final response within 8 weeks, then we will explain why this is the case and give you an indication of the likely timescale.
If you are not happy with our final response, or 8 weeks has passed since you made your complaint, then you may be able to complain to the Financial Ombudsman Service:
Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London E14 9SR
0800 023 4567
https://www.financial-ombudsman.org.uk/
The Financial Ombudsman Service is a free, fair and easy-to-use service that settles complaints between consumers and businesses that provide financial services.