How to make a complaint

True Potential Investor will attempt to resolve any issues as quickly as possible and in as fair a way as possible. We also comply with complaints procedures set out by the Financial Conduct Authority (FCA). Whilst we aim to minimise complaints, we also recognise that complaints can be good for our business and we can learn from them. We therefore review any trends that emerge, so we can improve our service where needed.

Your complaint will be handled in accordance with our internal procedure and the FCA rules governing complaints. A copy of our complaint procedure will be sent to you with our acknowledgement letter.

If you are not satisfied, you then have the right to refer your complaint to the Financial Ombudsman Service (FOS). Please note however, that the FOS will not look at a complaint until it has been raised with us first and we have had a reasonable time to respond. We will provide full details of FOS and your rights when we respond to your complaint.

Find out more at

When you make contact, please provide the following information:

  • Your name, address, telephone number and email address
  • Your account number
  • The reason for your complaint

Any written correspondence should be headed ‘COMPLAINT’ and you may include copies of supporting material if you wish.

Download our Internal Complaints Procedure Document

We always aim to offer the best possible service to our clients, but we recognise that sometimes you may feel disappointed. In these situations, we take customer complaints seriously.

If you have a complaint, you should contact us at:

  • Compliance Department
  • True Potential Investor
  • Gateway West
  • Newburn Riverside
  • Newcastle upon Tyne
  • NE15 8NX

Telephone: 0800 046 8007