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Complaint Process

If you are dissatisfied with any aspect of the service we have provided, you may submit a formal complaint by following the guidance outlined on this page. Here, you will find all necessary information to complete the process. Complaints will be handled promptly, free of charge, and in full compliance with the regulatory requirements applicable in your jurisdiction.

We are committed to addressing all complaints promptly, fairly, and in compliance with the FCA Complaint Handling rules under DISP (Dispute Resolution: Complaints). Below is an outline of our complaints process:

How to make a complaint:

Please direct any complaints to complaints@republic.com or feel free to reach out to our Support team. Please make sure to include an overview of your investment and the reasons for your complaint. You can also use this email to provide any details on how you would like us to remedy the situation.

Handling of your complaint

Upon receiving your complaint, we will aim to acknowledge it in writing within 3 business days. During this time we will conduct an initial inquiry and, if possible, work to resolve the complaint. If we find we are unable to provide an immediate resolution, we will instead conduct a thorough and impartial investigation into your complaint.

Resolution

We will resolve your complaint within 8 weeks of receiving it, as per the FCA requirements. Once our investigation is complete, we will issue a written final response letter. This letter will include:

  • A summary of your complaint;
  • An explanation of our assessment of your complaint;
  • The outcome of our investigation.;
  • Any proposed resolution or offer of redress, if applicable; And,
  • Information about your right to escalate the complaint to the Financial Ombudsman Service (FOS) if you are dissatisfied with our response.

If you are not satisfied with our Final Response or we fail to resolve your complaint within 8 weeks, you can refer your complaint to the FOS. You must refer your complaint to the FOS within 6 months of receiving our Final Response.

The Contact details for the FOS are: * Website: https://www.financial-ombudsman.org.uk * Phone: 0800 023 4567 or 0300 123 9123 * Email: complaint.info@financial-ombudsman.org.uk

We appreciate your patience as we work to resolve your concerns and ensure a fair outcome. We will always endeavour to take learnings from your complaint and improve our services in the future.

Complaints Records

We will retain records of all complaints for a minimum period of three years from the date the complaint was received. This will include storage of the following information:

  • Your name
  • The subject and substance of your complaint
  • Any correspondence between yourself and Republic Europe in relation to the complaint.

This is in accordance with the FCA record keeping and reporting requirements.