Complaints and Feedback Policy

TD & Partners Global welcomes feedback and takes complaints seriously. We see complaints as an opportunity to learn and improve, and we handle them fairly, promptly and respectfully.

You can complain about any aspect of our work, our conduct, our services or our website. This includes concerns about service quality, behaviour of our people, accessibility, or how we handle information.

You can raise a complaint through our contact channels, using the details in our LegalConfiguration record, including our complaints contact. You do not need to use a particular form. Where a complaint relates to personal information, you can also use our Data Protection Rights and Complaints Procedure.

To help us handle your complaint, please provide your name and contact details, a clear description of the issue, any relevant dates or reference, and the outcome you are seeking. We will acknowledge your complaint promptly.

We aim to acknowledge complaints within 30 days and to respond without undue delay, while preserving any other applicable statutory rights and timelines. We investigate fairly, keep you informed of progress, and tell you the outcome and any next steps.

We handle complaints confidentially and share information only with those who need it to investigate. We do not tolerate retaliation against anyone who makes a complaint in good faith.

If you are not satisfied with our response, you can ask for the complaint to be reviewed by a more senior person. Depending on the subject matter, you may also have the right to complain to an external body or supervisory authority.

We review complaints and feedback to identify themes and improve what we do. We do not always publicise individual outcomes, but we use what we learn to strengthen our firm.

We review this policy regularly. The effective date and version are shown on the policy page.