Complaints Procedure

Capital Group are committed to providing the highest levels of service to our clients. This is one of the key reasons that has established Capital Group as a premier service provider. However, we are aware that on occasion, these levels may slip somewhat and there may be reason to complain. 

 

If you do have cause to file a complaint, please in the first instance email Capital Group at info@thecapgroup.co.uk clearly marking the subject: ‘Complaint’ or write to us at: 

 

Complaints Department

 

Capital Group

Capital Office

124-128 City Road                                           

London

EC1V 2NJ 

 

With as much information clearly outlining the reason for the complaint. One of our senior managers will acknowledge the complaint within 5 working days and investigate the matter, contacting any staff where required to establish a full picture of the events leading to the complaint.

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Be assured we will remain as impartial as possible and respond to all complaints formally within 30 days. If we have been unable to resolve your complaint within this time, we will write to you again and keep you informed of the progress.