Get in touch
Supporting your needs
We have different ways in which we can communicate with you to support your needs and make investing with us easier.
Some of the services we can provide are listed below however, please contact us using the details above so we can discuss your options and provide the right level of support for you.
• Braille or large print communications and statements
• Audio transcribed communications
• Easy read communications
Find out how to get in touch with our teams.
Marlborough Group Offices
59 Chorley New Road,
(free from the UK)
Dealing: 0808 145 2501 (free from the UK)
Intermediary Support: 0808 145 2502
(free from the UK)
Dealing fax: 01204 533045
St Peter Port,
We always strive to deliver customer service to a high standard, but sometimes things go wrong. We take all complaints seriously and do our best to resolve them fairly and as quickly as we can.
How to complain
If you wish to make a complaint about the investments that you have made or a product that you have bought you can write to the Compliance officer at:
59 Chorley New Road,
You can call: 0808 178 9321
You can email:
Please provide your personal details and account number. We also need to know what’s gone wrong and what you want us to do to put it right.
What we’ll do to resolve your complaint
In some cases, we will be able to resolve your complaint within three working days of receiving it, we will issue you a written summary of the resolution confirming that your complaint has been resolved.
If we are unable to resolve your complaint within three working days, a written acknowledgement will be issued promptly and no later than five working days after receiving your complaint. The written acknowledgement of the complaint will include a final response if the investigation is complete.
If we cannot reach a decision in time to include it in your acknowledgement letter, it will include a statement that a written report will follow once the investigation is complete.
In the case of an oral complaint, a statement of the firm’s understanding of the complaint will be included in your acknowledgement letter.
Every effort will be made to resolve complaints within the first eight weeks. If the investigation is not complete within eight weeks, a further letter will be sent explaining that the firm is still not in a position to provide a final response. The letter will include an explanation of why the firm is not in a position to make a final response and an indication of when it expects to be able to provide one.
If the investigation is not complete within eight weeks of receipt, you may be able to refer the complaint to the Financial Ombudsman Service (FOS).
If you’re not happy with our final decision
If you feel we’ve not considered all your issues or you can provide further information, please let us know and we’ll be happy to review the matter further.
If you’re not happy with the outcome, you can ask the Financial Ombudsman Service to carry out a review of your complaint. In any event, you have the right to ask them to review your complaint if we’ve been unable to resolve it within 8 weeks. The service is free and impartial and can help with most complaints if you’re a:
• Any business, irrespective of legal form, with fewer than 10 people and an annual turnover of less than €2 million
• Any business with fewer than 50 people and an annual turnover of less than £6.5 million or a balance sheet total of less than £5 million
• Charity with an annual income of less than £6.5 million at the time the complaint was raised
• Trustee of a trust with a net asset value of less than £5 million at the time the complaint was raised
You can write to the Financial Ombudsman Service, Exchange Tower London, E14 9SR
Email them at email@example.com
You can call: 0800 023 4567 or +44 207964 1000 from outside the UK.
Their website is found at financial-ombudsman.org
To view our Complaints Procedures in full click the links below:
Marlborough Complaints Procedure
Investment Fund Services Complaints Procedure
Marlborough Select Platform Complaints Procedure