If your complaint is not resolved
In shortA complaint gets a formal answer within 5 business days for simple cases, 15 for complex, and never longer than 8 weeks. Ask for a final response if you disagree.
When you make a complaint we log it formally, whatever else happens in the conversation. It goes to the team responsible for what went wrong, and you get a written answer.
| Kind of complaint | Written answer within |
|---|---|
| Simple | 5 business days |
| Complex | 15 business days |
| Any complaint | 8 weeks at the outside, whatever it is |
If you disagree with the answer
Say so, and ask for a final response. That is our last word on the complaint, in writing, with our reasons. You are entitled to it, and it is the document you would need to take the matter further outside Ortix.
If a complaint is about a compliance decision, such as a restriction or an information request, the answer can say what happens next but not why the decision was made. That is not us being unhelpful; it is a rule that applies to every regulated firm.
See Getting help and making a complaint for how to raise one.
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