We value all feedback, positive or negative, and we aim to resolve complaints quickly and fairly.

Ways to contact us

• Email: contact@floricancapital.com
• Web form: use the contact form on our website. Forms may be protected by reCAPTCHA to prevent spam.
• Post: Florican Capital Ltd, 128 City Road, London, EC1V 2NX, United Kingdom

What to include

Please tell us:

• what happened and when
• what you think went wrong
• what you would like us to do to put things right
• your contact details

How we handle complaints

We follow a simple process that aims to be clear and fair.

1. Acknowledge, we acknowledge your complaint within 3 business days.
2. Assess, we review the facts, speak to relevant teams, and may ask you for more information.
3. Respond, we aim to send a substantive response within 15 business days.
4. Resolve, if we uphold your complaint we will explain the remedy and how we will prevent it happening again.
5. Escalation, if you remain unhappy, you can ask for an internal review by a senior member of the team who was not involved in the original decision.

If a complaint is complex, we will keep you updated and provide an expected timeframe for our final response.

Outcomes and remedies

Where appropriate we may offer one or more of the following:

• an explanation or apology
• corrective action or a practical fix
• rework or a replacement service where feasible
• goodwill gestures where proportionate

If your complaint relates to personal data

If your complaint concerns how we handle personal data, you can follow the process above. You also have rights under data protection law. If you are not satisfied with our response, you can raise a concern with the Information Commissioner's Office (ICO). See the ICO's guidance on complaints and how to contact them. Contact details are also in our Privacy Policy.

If we are acting in a regulated capacity

If we are acting in a capacity that is regulated by the Financial Conduct Authority (FCA), the following will apply to relevant complaints:

• We will send you a final response within 8 weeks of receiving your complaint, or explain why we need more time.
• If you are not happy with our final response, or we have not sent one within 8 weeks, you may be able to refer the complaint to the Financial Ombudsman Service. We will explain how to do this and include their contact details in our final response.
• Different timeframes may apply to specific sectors where the FCA has issued temporary rules. Our response will explain if any special rules apply.

If we are not acting in a regulated capacity, this section does not apply.

Accessibility and alternative formats

If you need information about this process in a different format, or you need us to communicate with you in a particular way for accessibility reasons, email contact@floricancapital.com. We will try to accommodate your needs.

Recording and learning

We keep a record of complaints so that we can monitor themes, improve our services, and prevent issues from recurring. We review open complaints regularly until they are resolved.

Version control

This page last reviewed: 3 November 2025
We may update this page from time to time. Any significant changes will be noted here.