Responsibility to our clients

At, we are committed to treating our customers fairly by providing them with the best possible service. We strive to ensure that our customers are satisfied with the services we provide and that they feel valued and respected.


Clear and transparent information

We aim to provide our customers with clear and transparent information about our services, and those provided by the institutions we work with.
Any fees and charges that may apply when working with us will always be made clear and communicated with you. We also ensure that our customers understand the information we are providing and encourage clients to speak to us directly to ensure clarity.

Accessible and responsive service

We aim to provide our customers with an accessible and responsive service. If you are using our Broking service, we will keep you informed along the journey of any progress that is made.  We may do this by phone, email or text.

Our team is available to answer any questions or concerns our customers may have and can be contacted via webchat, phone, email and even traditional mail with all details on the footer of our home page, We aim to respond to customer inquiries and complaints in a timely manner. Should you have a complaint that you feel needs more sensitive handling this can be directed to where it will be managed by either one of the Directors of Capitalise, or the Head of Operations. 


Fair treatment

We treat our customers fairly, regardless of their background or circumstances. We do not discriminate against our customers and we ensure that our services are accessible to all.

We want to understand your business needs so that we can deliver appropriate solution-led outcomes to your business, whatever the situation.


Continuous improvement

We are committed to continuously improving our services to ensure that our customers receive the best possible experience. We regularly review our policies and procedures to ensure that they are in line with regulatory requirements and industry best practices.

If you have any feedback on our services or products please do contact us at the details below.


Complaints handling

We take customer complaints seriously and aim to resolve them as quickly and efficiently as possible. We have a formal complaints handling procedure in place, which is designed to ensure that all complaints are handled fairly and in a timely manner.

Of course, if we are not able to resolve your complaint ourselves, or you are unsatisfied with the outcome, you still have the right to go directly to the Financial Ombudsman Service whose details are below;

  • Telephone: 0300 123 912
  • Address: The Financial Ombudsman Service Exchange Tower, Harbour Exchange London E14 9SR
  • Email:


Regulatory compliance

We are committed to complying with all relevant regulatory requirements and industry codes of practice. We regularly review our policies and procedures to ensure that we are meeting our regulatory obligations.


Contacting us