Complaints Policy

Your Voice Matters at New Capital Link Limited

New Capital Link complaints receive immediate attention from our dedicated team. We understand that professional relationships depend on trust, transparency, and swift resolution.

Your feedback drives our continuous improvement. Every concern helps us deliver better alternative investment solutions to IFAs and wealth managers across the UK.

What Constitutes a New Capital Link Complaint?

A complaint occurs when you express dissatisfaction with our services, products, or team members. This includes concerns about:

  • Alternative investment introductions
  • Whitelabel investment products
  • Communication delays
  • Service quality issues
  • Documentation problems
  • Partnership arrangements

We treat all feedback seriously, regardless of size or complexity.

How to Submit Your New Capital Link Complaint

Direct Contact Methods

Email: complaints@newcapitallinkltd.com Phone: Available during business hours Post: New Capital Link Limited Complaints Department

Online Submission

Visit https://newcapitallinkltd.com/complaints for our secure online form. This system tracks your complaint from submission to resolution.

Submit complaints immediately when issues arise. Early intervention prevents minor concerns from becoming major problems.

Our Complaints Resolution Process

Stage 1: Immediate Acknowledgment (24 Hours)

We acknowledge all New Capital Link complaints within one business day. You receive a unique reference number and assigned case manager details.

Your case manager contacts you within 48 hours to discuss your concerns. This personal approach ensures clear communication throughout the process.

Stage 2: Investigation Period (5-10 Business Days)

Our investigation team reviews all relevant documentation. We examine:

  • Service delivery records
  • Communication history
  • Investment introduction details
  • Internal process adherence
  • Regulatory compliance matters

You receive regular updates during this phase. Transparency remains our priority throughout the investigation.

Stage 3: Resolution and Response (Maximum 15 Business Days)

We provide written responses to all complaints within 15 business days. Complex cases may require additional time, but we keep you informed of any delays.

Our response includes:

  • Investigation findings
  • Resolution steps taken
  • Preventive measures implemented
  • Compensation details (where applicable)
  • Next steps available to you

Escalation Options for Unresolved Complaints

Internal Escalation

Unsatisfied with our response? Request escalation to our Senior Management Team. They conduct independent reviews of all complaint handling procedures.

External Resolution Services

New Capital Link complaints can be escalated to relevant regulatory bodies:

Financial Ombudsman Service

  • Free service for eligible complaints
  • Independent investigation process
  • Binding decisions on firms

Financial Conduct Authority (FCA)

  • Regulatory oversight
  • Professional standards enforcement
  • Industry-wide complaint monitoring

Complaint Categories and Typical Resolution Times

Service Quality Issues

Average Resolution: 3-5 business days Common concerns include response times, meeting arrangements, and follow-up communications.

Investment Introduction Problems

Average Resolution: 7-10 business days Issues related to product suitability, documentation accuracy, and client matching processes.

Partnership Disputes

Average Resolution: 10-15 business days Complex matters involving ongoing business relationships and contractual arrangements.

Learning From Your Feedback

New Capital Link complaints drive operational improvements. We analyze complaint patterns to identify systemic issues and implement preventive solutions.

Monthly complaint reviews inform:

  • Staff training programs
  • Process refinements
  • Technology upgrades
  • Service enhancements

Your input directly influences how we serve the IFA and wealth management community.

Confidentiality and Data Protection

All complaint information remains strictly confidential. We comply with UK data protection regulations and maintain secure records.

Personal data is processed only for complaint resolution purposes. We delete unnecessary information according to our retention schedule.

No Cost Complaint Handling

New Capital Link complaints incur no charges for clients. Our resolution service is completely free, regardless of complaint complexity or investigation duration.

Prevention Through Partnership

We prefer preventing complaints through proactive communication. Regular check-ins with IFA partners and wealth managers help identify potential issues early.

Our account management team schedules quarterly reviews to discuss:

  • Service satisfaction levels
  • Process improvement opportunities
  • New product requirements
  • Market developments

Senior Management Commitment

Our leadership team personally reviews all complaint trends. Monthly board meetings include complaint analysis and resolution strategy discussions.

This top-level commitment ensures complaint handling remains a business priority, not an administrative afterthought.

Contact Our Complaints Team Today

Experiencing issues with New Capital Link services? Don’t wait for problems to escalate.

Immediate Action Steps:

  1. Document your concerns clearly
  2. Gather relevant correspondence
  3. Contact our complaints team
  4. Reference this policy during discussions

Our professional approach to complaint resolution protects your business interests while maintaining productive partnerships.

Email: complaints@newcapitallinkltd.com Website: https://newcapitallinkltd.com/complaints

Transform concerns into improvements. Your New Capital Link complaint starts positive change for the entire IFA and wealth management community we serve.

IMPORTANT INFORMATION

This website is exempt from the general restriction (in section 21 of the Financial Services and Markets Act 2000) on the communication of invitations or inducements to engage in investment activity on the grounds that it is made solely to certified or self-certified sophisticated investors, certified high net worth individuals and investment professionals. You can find definitions of each category below.

These investments are high risk and illiquid, your capital is at risk and returns are not guaranteed. Bonds are not protected by the Financial Services Compensation Scheme (FSCS). If you are unsure of your categorisation or have doubts about whether to invest in our products, please consult an authorised person specialising in advising on investments of this kind.

By pressing Confirm, you are certifying that the relevant statement as set out under the header “Investor Definitions” 
(CLICK ON ANY OF THE INVESTOR DEFINITIONS FOR MORE DETAILS)
here applies to you and by pressing Confirm this will have the same effect as if you had signed such a statement in writing.
If you don’t meet any of the criteria below, then you must STOP and leave this site.

Investor Definitions

1. Self Certified Investor
2. Sophisticated Investor
3. HNW/UHNW Investor