Our Approach to Complaints

We pride ourselves on our service but recognise that sometimes things can go wrong. If we fall short of your expectations please tell us so that we can try and resolve the situation, and we can learn from any mistakes we have made.

You can contact us to raise any concerns by:

  • sending us an email

  • calling us on 1 800 646 582

  • writing to Customer Services, Interactive Investor, Exchange Court, Duncombe Street, Leeds, LS1 4AX

To help us reply to your complaint promptly, please provide us with the following information:

  • A summary of your complaint

  • What you would like us to do to put it right

  • Your account reference and a daytime telephone number so that we can contact you

We aim to respond to and resolve all complaints quickly and acknowledge all complaints within 5 working days if they cannot be resolved within this time.

If a complaint is complex and may take some time to resolve we will keep you informed of progress. We aim to resolve all complaints within 4 weeks, however if this is not possible we will provide you with an update at that time – explaining what actions we have taken and an anticipated date for responding in full.

When we have completed our investigations into your complaint we will write to you to tell you what action we are proposing to take. If you are not satisfied with our response you should let us know immediately and we will let you know what your options are.

If you remain unhappy with our final response, we will give you details on how you can complain to the Financial Ombudsman Service (FOS). This independent dispute resolution scheme has been set up by the Financial Conduct Authority to settle complaints between consumers and businesses providing financial services. We will confirm your eligibility to refer your complaint to FOS in our final response and will provide you with a copy of the FOS explanatory leaflet.

You are also able to raise a civil case (i.e. via the courts) but, unlike the Ombudsman, this is not a free service and the cost of doing so is not covered by Interactive Investor.

 

You can contact FOS directly:

Or, if you are unhappy with our final response and if you accessed our services online you can submit your complaint to the European Commission’s Online Dispute Resolution Platform (ODR platform) which has been established to help customers resident in the EU who have bought good or services online. The ODR Platform will refer your complaint to the FOS, so you may prefer to contact the FOS directly. 

Regulatory Complaints Data

The data below is updated every six months and is extracted from the reportable complaints data that we submit to the Financial Conduct Authority.

Complaints Publication Report

Firm name: Interactive Investor Services Limited

Group: Not applicable

Period covered in this report: 1 July 2017 to 31 December 2017

Brands/trading names covered: TD Direct Investing/Interactive Investor Services Limited

For the period from 1st July to 8th December, the TD logo and TD Direct Investing name were used by Interactive Investor under licence from The Toronto-Dominion Bank.

Product/Service Grouping Investments
Number of complaints opened per 1,000 trades 0.65
Number of complaints opened 677
Number of complaints closed 549
Percentage closed within 3 days 61.20%
Percentage closed after 3 days but within 8 weeks 38.80%
Percentage upheld 48.09
Main cause of complaints opened Other General Admin/Customer Service

 

Previously, complaints were only reported if they were not resolved before the end of the next business day after they were received. FCA complaint handling rules now require all complaints to be reported irrespective of how quickly they are resolved.

'Number of complaints closed' refers to concerns which have been fully addressed and includes complaints that were either upheld or not upheld by the firm.

'Percentage upheld' refers to concerns where we accept that we made a mistake and fixed it to your satisfaction. Please rest assured, even if we do not accept fault we will do everything possible to assist in any way we can.