Our Complaints process

At JBR Capital Limited, we pride ourselves in providing excellent customer service and are committed to treating our customers fairly. We welcome all feedback from our customers and have a dedicated complaints procedure in place.


Step 1

Complaint: If you have a concern or a complaint, please call us on 020 3355 0051 or email us at Complaints@jbrcapital.com


Step 2

Written acknowledgment: JBR will provide a written acknowledgment within five working days of receiving your complaint


Step 3

Investigation: JBR will investigate your complaint fairly and diligently, ensuring any necessary information is requested and reviewed


Step 4

Final response letter: We endeavour to send you our final response as soon as possible and within eight weeks of receiving your complaint, dissatisfied with the outcome, you may be able to refer the complaint to the Financial Ombudsman Service (FOS) who provides free service. The ability to refer to the FOS will be detailed in our final response letter and will depend if you are classified as an eligible complainant under the rules of the Financial Conduct Authority (FCA). Please note that if you hold an unregulated agreement with us it is unlikely that you will fall into this definition. 

In circumstances where we are unable to respond to your complaint within eight weeks, we will write to you, explaining why and detail the next steps.

After we send you our final response to your complaint, if you remain dissatisfied with the outcome, you can contact the Financial Ombudsman Service (FOS) who are a free informal mediation service. For more information about FOS please visit www.financial-ombudsman.org.uk.