Complaints

At Rockfire Capital, we will always try to provide you with a professional service, so if for any reason you are not entirely satisfied, please let us know as soon as possible, by following our complaints process below.
We will always try to resolve your concerns there and then. If this is not possible, we will fully investigate all the issues you have raised and aim to resolve them as quickly as we can, by speaking to you or in writing. Sometimes it may take a little longer to resolve matters – if this is the case, we will keep you updated on our progress throughout. Your views are important to us and your feedback is key to improving the products and services we offer.

Our complaints process

Step 1

If you are unhappy, please talk to us first

Contact us directly either by phone or letter (if you have a detailed complaint, it would be helpful to list your concerns in writing with all the facts you can provide).

Telephone:
+44 (0) 2380 011600

Write to us:
Complaints
Rockfire Capital Limited
1 Berkeley Street
London
W1J 8DJ

Step 2

We will endeavour to resolve your concern there and then, or within three days, in line with the FCA requirements, to try to address any complaint to your satisfaction.
However, if we are unable to resolve your concern, we will log it as a formal complaint and a senior member of the management team will then be responsible for carrying out a full investigation on your behalf. It would be helpful if, at this point, you could list your concerns in writing, so that we can investigate fully. This process should be concluded within eight weeks of the date you originally contacted us.
Even if the issue has been resolved to your satisfaction by the end of the third business day, we will also let you know at this stage that you can refer your complaint to the Ombudsman, which means if on reflection you are unhappy with our answer, then the Ombudsman can look into your issue straight away.

Step 3

If you are not satisfied with our final response, or eight weeks have passed since you first raised your complaint, you have the right to refer your complaint to the Financial Ombudsman Service. You have six months from the date of our final response to refer your complaint to them.