Complaints Procedure

What is a Complaint?

A complaint is any expression of dissatisfaction relating to:

the services we provide;
delays, errors, or omissions;
communication or conduct; or
the performance of professional trustee duties.

Routine questions or requests for clarification are not treated as complaints unless you ask us to do so.

How to Raise a Complaint

Complaints must be made in writing so that we can investigate fully and maintain an accurate record.

Please contact:

Compliance Director
iTrust121 Pro Limited
85 Great Portland Street
First Floor
London
W1W 7LT

Email: complaints@iTrust121.com

Please include:

1. Your full name;
2. The service or matter concerned; and
3, A clear explanation of your complaint.

What Happens Next

We will acknowledge your complaint within 5 business days.

Your complaint will be reviewed by a senior member of the team who was not directly responsible for the matter, where reasonably practicable.

We aim to provide a substantive written response within 28 days.

If more time is required due to complexity, we will explain why and keep you informed.

If You Remain Dissatisfied

If you are unhappy with our response, you may request a further internal review.

Where your complaint relates to services provided by a third-party professional (such as a solicitor instructed for legal work), you may be directed to that provider’s own complaints procedure where appropriate.

We are not regulated by the Financial Conduct Authority and do not provide FCA-regulated advice. Complaints are therefore not subject to the Financial Ombudsman Service.

In appropriate cases, we may suggest independent mediation as a means of resolving matters.