We want to:

• Make it easy for you to tell us about your complaint
• Listen to your complaint
• Consider how you would like us to resolve your complaint
• Ensure you are satisfied with how your complaint was handled
• Learn from any mistakes we make

How and where to complain

If you're not satisfied with any aspect of our service you can tell us about your concerns in the following ways:

By telephone	Use your usual number for contacting us or 0870 600 4080.
In writing	Address your letter to: Customer Services Manager NatWest Stockbrokers BrokerLine PO Box 549 Leeds LS1 4WN
Via email	customer.services@natweststockbrokers.co.uk

How long will it take?

Our aim is to resolve your complaint within one business day of us receiving it. If we have been unable to resolve your complaint by the end of the following business day, we will write to you to:

• Explain why we have not managed to resolve your complaint
• Tell you who is dealing with your complaint and how to contact them
• Obtain any further information to help us to resolve your complaint

In the majority of cases we will be able to resolve your complaint within 2 weeks. If we have not resolved it within 2 weeks we will contact you to update you with progress and tell you how much longer we anticipate it will take.

After 2 weeks
We will keep you informed on a regular basis of progress until your complaint has been resolved. In exceptional circumstances where your complaint is particularly complex, the issues may take longer to resolve.

8 weeks
In the unlikely event we cannot resolve your complaint by the end of 8 weeks we will send you a letter giving reasons for the delay in resolving your complaint. This letter will give you an indication of when we expect to reach a conclusion or, where appropriate, we will send a 'final response' letter that will explain our final position.

We will tell you about the Financial Ombudsman Service and how you may ask them to look into your complaint, if you are dissatisfied.

What if you're not happy with our response?

Our aim is that your complaint should be resolved as quickly as possible by staff who have the right experience, knowledge and authority. However, if you're not satisfied with our action or explanation you can ask for your case to be reviewed at a higher level. Your complaint will then be re-investigated fully and we will keep you informed of the progress we are making.

What happens if we cannot reach agreement?

BrokerLine is provided by NatWest Stockbrokers, who is a member of the Financial Ombudsman Service and, if we cannot reach agreement, you have recourse to the Financial Ombudsman Service to request them to review your case if you feel it appropriate.

You will receive a copy of their leaflet and, where you have received a "final response" letter, you will have six months from the date of that letter to ask them to carry out a review.

The Financial Ombudsman Service

The Financial Ombudsman acts independently of BrokerLine and provides a service as an unbiased adjudicator. The Ombudsman works under 'Terms of Reference', which allows him to deal with complaints about most types of banking/investment business from most types of customers. Bear in mind though that the Ombudsman cannot deal with a complaint until you have received a 'final response' letter from us or, where you haven't received a "final response", your complaint hasn't been resolved within 8 weeks.

The Financial Ombudsman's address is:

The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR

Telephone: 0845 080 1800
E-mail: enquiries@financial-ombudsman.org.uk