Summary of IPSI Complaints Process

IPSI strives to provide the best client experience, placing our client first with the aim of providing a first class service. In line with this, IPSI takes and will continue to take all complaints from its clients very seriously.

IPSI defines as a complaint any expression of dissatisfaction by its client which alleges actual or potential financial loss or material distress or inconvenience on the part of the IPSI client.

Any client wishing to raise an issue as a formal complaint should send details of the complaint, in writing or by email, to their Client Account Manager. 

Please note that only complaints received from IPSI’s clients will be subject to this process.  Any complaints received from underlying client individual customers will be forwarded to our clients’ complaints departments to deal with through their own complaints management policies.

IPSI will aim to acknowledge any complaint from its client promptly, notifying the client of the name of the individual who will be responsible for investigating the complaint and providing the client with this summary of its complaint handling process.

IPSI will record details of the complaint for future reference, regulatory and learning and development purposes.

IPSI will ensure that any complaint is investigated by a member of staff who was not directly involved in the matter that is the subject of the complaint.   Such an IPSI employee has the authority to settle the complaint or alternatively will have ready access to someone who has.

IPSI will aim to resolve the complaint in a timely manner. If this is not possible, the complaint will be escalated internally to a more senior level.

When a complaint has been resolved, IPSI will confirm the details of the resolution to the client, in writing.

Please note that IPSI clients are categorized by IPSI as eligible counterparties. Clients therefore do not generally have the right to refer a complaint to the Financial Services and Pensions Ombudsman.

However, if for any reason a client is unhappy with the outcome of a complaint that client may be able to refer the matter to mediation or other form of Alternative Dispute Resolution and /or to take legal action subject to the provisions of the client’s contract with IPSI.