Complaints procedure

RBC Brewin Dolphin is committed to providing the highest standard of service at all times. If we fall short of these high standards, we would like to hear from you. This will give us the opportunity to put matters right and to improve the service we provide to all our clients.

Usually things can be put right by your Financial Planner or Investment Manager, where applicable, therefore in the first instance please contact your Financial Planner or Investment Manager by email, telephone or letter.

Alternatively, you can contact our Head of Client Services, using this link or write to us at:

Client Services Team
Risk and Compliance Department
12 Smithfield Street

When you do contact us to make a complaint please make sure you provide us with the following information:

  • Your full name, address, portfolio or reference number, your telephone number and a convenient time to contact you, should you wish to discuss the matter.
  • A full description of your complaint and what you want us to do to resolve your complaint.
  • Copies of any relevant documentation you wish us to consider as part of the complaint investigation.

The Client Services Team will carry out an independent investigation and provide you with a written response as soon as we have concluded our investigation. We aim to resolve all complaints as quickly as possible and within 8 weeks from when your complaint was received.

If we fail to resolve your complaint to your satisfaction, you may be able to refer it to the Financial Ombudsman Service in the United Kingdom or the equivalent service in Ireland or Jersey.

You can obtain a copy of the Financial Ombudsman Service explanatory leaflet from us or directly from the Financial Ombudsman Service at:

The Financial Ombudsman Service
Exchange Tower
E14 9SR


Telephone (from within the UK):

0800 023 4567
(Calls to this number are now free on mobile phones and landlines).

0300 123 9123
(Calls to this number cost no more than calls to 01 and 02 numbers).

These numbers may not be available from outside the UK – so please call from abroad on +44 20 7964 0500.