This page restates the complaints steps that Ctrl Alt publishes for its UK entity. The procedures of the Irish, Guernsey and Dubai entities are still to be confirmed and are marked as open below.
How to complain
Send a complaint by email to [email protected], or by post to the registered office of the entity it concerns. The four registered offices are in the contact details. Ctrl Alt publishes no telephone number for complaints.
A complaint is quicker to deal with when it includes:
- your name, your organisation and how to reach you;
- the Ctrl Alt entity or service the complaint is about;
- what happened and when, with any reference numbers;
- what you would like the firm to do to put it right.
United Kingdom: Ctrl Alt Ltd
Ctrl Alt Ltd is authorised and regulated by the Financial Conduct Authority (FRN 1045023). Its registered address is 86-90 Paul Street, London, England, EC2A 4NE. The firm's published procedure has four time limits.
Timings
- Step 1
within 24 hours - The firm acknowledges your complaint.
- Step 2
within 3 working days - The firm aims to resolve the complaint.
- Step 3
after 5 working days - If the complaint is still open, you receive an update, and then another at least every 4 weeks.
- Step 4
within 8 weeks - The firm gives its final response. Eight weeks is the maximum.
Financial Ombudsman Service
If you are not satisfied with the final response, or 8 weeks pass without one, an eligible complainant can refer the complaint to the Financial Ombudsman Service. Eligibility is decided under the Ombudsman's rules, not by Ctrl Alt.
- [email protected]
- Telephone
- 0800 023 4567
- Post
- Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Ireland, Guernsey and the UAE
The timings above are those of the UK procedure. They should not be assumed to apply to the other three entities, whose procedures are still to be confirmed.
- Ireland. The pages of the live site reviewed for this procedure publish no complaints steps and no external dispute body for Ctrl Alt Technologies Limited.
- Guernsey. The same is true of Ctrl Alt Corporate Services Limited.
- United Arab Emirates. The Dubai entity publishes Complaint Handling Procedures as a PDF on the live site. The document was not opened for this draft, so its steps and time limits are not restated here.
Until those procedures are confirmed, use the email address above and name the entity in your message. Each entity's regulator and reference number are on the page of licences and regulatory disclosures.
Which protection schemes may apply is covered in the risk disclosure. The personal data in a complaint is handled as the privacy notice describes.