19 Capital

Complaints Procedure

Last updated: July 2026

We aim to provide advice and service of the highest standard. If something has fallen short, we want to know, and we will put it right wherever we can.

1. How to complain

You can raise a complaint by email to fahmi@19capital.co.uk, or in writing to 19 Capital Ltd, 124 City Road, London, EC1V 2NX. Please include your name, contact details, and a description of what has gone wrong and what you would like us to do about it. There is no charge for making a complaint.

2. What happens next

We will acknowledge your complaint promptly, normally within 3 working days of receiving it, and tell you who is handling it. We will investigate fairly and thoroughly, and we will send you our final response as soon as possible and in any event within 8 weeks. If we cannot complete our investigation within 8 weeks, we will write to explain why and tell you when to expect our response.

3. If you remain unhappy

If you are not satisfied with our final response, or 8 weeks have passed since you first complained, you may be entitled to refer your complaint to the Financial Ombudsman Service, free of charge. You should do so within 6 months of our final response.

The Financial Ombudsman Service can be contacted at financial-ombudsman.org.uk, by phone on 0800 023 4567, or by post at Financial Ombudsman Service, Exchange Tower, London E14 9SR.

Please note that the Financial Ombudsman Service considers complaints about regulated activities; some forms of buy-to-let and bridging finance are not regulated by the Financial Conduct Authority and may fall outside its remit. We will tell you in our final response whether referral rights apply to your complaint.