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, or use the “Contact us” button on our website and mark your e-mail “Complaint”.

What happens next

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 satisfied

If you are not happy with our final response, or 8 weeks has passed since you made your complaint, then you can complain to the Financial Ombudsman Service.  Their contact details are as follows.

Financial Ombudsman Service

Exchange Tower
Harbour Exchange Square
London E14 9SR
0800 023 4567

With securities lending, as with other investment activities, your capital may be at risk.

Sharegain Ltd. is registered in England and Wales (no. 09600298) and is authorised and regulated by the Financial Conduct Authority (no. 730395).
*This website is directed exclusively at and intended to be used only by professional investors and retail investors with direct holdings in stocks, bonds and ETFs in excess of £500,000. Our website is not directed at any person or institution where (by reason of nationality, residence or otherwise) the availability of our website or securities lending in general is prohibited. The material on this website is for general information and should not be considered as investment advice or solicitation to be involved in securities lending or to use one of Sharegain’s services. Securities lending involves risks and we have not and will not assess whether our service is appropriate for you. If you decide to lend your securities, your capital may be at risk. Please consult professional advisors if you are in any doubt as to whether the service would be beneficial for you or whether you require any consent or need to observe any formalities, before deciding to engage in securities lending.
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+44 (0) 20 3884 2405        9 Dallington St, London EC1V 0LN