Complaints policy

In the event of a complaint regarding our Share Dealing service, please write to:

The Compliance Officer
Jarvis Investment Management Ltd
78 Mount Ephraim
Tunbridge Wells
Kent, TN4 8BS

Or email

When we receive your complaint we will log it in our register and try to resolve the matter straight away. If we are unable to do this, we will normally provide a written acknowledgement of your complaint within 3 business days of its receipt.

Once our investigations are complete, we will write to you with our final response. Unless we have been able to resolve the matter straight away, our final response will notify you of your right to refer your complaint to the Financial Ombudsman Service (FOS) if you remain dissatisfied - a copy if the FOS leaflet will also be included.

You may contact the Financial Ombudsman Service at:

The Financial Ombudsman Service
Exchange Tower
E14 9SR

You can also contact them online via their website at:

The European Commission provides an on-line dispute resolution (ODR) platform for goods and services bought online. This allows customers to submit their complaint through a central site and forwards it on to the right Alternative Dispute Resolution (ADR) scheme. For more information about ODR please visit

The ADR scheme for both Jarvis and Yorkshire Building Society is the Financial Ombudsman Service (FOS) and you can go to them directly as shown in the contact details above.

Yorkshire Building Society share dealing service is provided by Jarvis Investment management Ltd (Jarvis), and Jarvis is entirely responsible for the performance of the services. Jarvis Investment Management Ltd is authorised and regulated by the Financial Conduct Authority. Jarvis is a member of the London Stock Exchange and NEX Exchange, and an approved HM Revenue & Customs ISA manager.