We are your first port of call for any queries or concerns, including complaints. We will handle these complaints in line with our complaints process, set out below.

We will investigate your complaint competently, diligently and impartially, obtaining additional information as necessary.

How to submit a complaint

At Sable International, we are committed to providing exceptional customer service to all of our clients. Our goal is to ensure that every interaction with our customers is positive and productive. We understand that sometimes issues may arise, and we are committed to resolving them promptly and effectively.

If you have a complaint, we encourage you to contact our customer service team by using one of the following channels:

Our customer service representatives are trained to handle complaints with professionalism, empathy, and a focus on finding solutions.

We value your feedback and use it to improve our products and services. After your complaint has been resolved, we may follow up with you to ensure that you are satisfied with the outcome and to gather any additional feedback.

How we acknowledge the complaint

Where a complaint is received, we will acknowledge the complaint in writing, within one business day, confirming that the complaint is being considered.

The acknowledgement letter will:

  • Confirm that the company will investigate your complaint and provide a final response within 15 business days, informing you of the outcome and options available to you.

In exceptional circumstances, where the complaint investigation has not yet concluded by the 15th business day, we will:

  • Write to you to confirm that the complaint investigation has not yet concluded and explain the exceptional reasons as to why. We will include a timeline for resolution, which will be no more than 35 business days from the receipt of the original complaint.

Please note:

  • Where we have responded to your complaint, within 3 business days and you have agreed that you are happy with the outcome, we will send you a Summary resolution. 
  • If you feel your concern is not being handled to your satisfaction by the customer service team, you may escalate the issue by contacting the Customer Service Manager directly – Leanne.Shrosbree@sableinternational.com. Please provide details of your initial interaction with customer service and any relevant information.

The investigation

The Complaints Officer will investigate all complaints and may, where considered necessary, consult the advisor/member of staff whose actions or omissions gave rise to the complaint. The investigation will include a review of your client file.

If the Complaints Officer is subject to the complaint, your investigation will be conducted by another manager or director.

Our final response:

Following our investigation, we will write to you with our final response, we’ll endeavour to do this as soon as possible but at the very least, within the timeframes confirmed above. The response will address the issues raised in the complaint and provide the formal options or redress (where such options exist). Our final response will either:

  1. Accept the complaint, and where appropriate, offer redress or remedial action; or
  2. Offer redress or remedial action without accepting the complaint; or
  3. Reject the complaint and give reasons for doing so.

Any compensation offered will be fair and the basis of calculation will be explained to you.

If you are not satisfied with the outcome and are eligible to do so, then you may refer the matter to the Financial Ombudsman Service. The Financial Ombudsman Service (FOS) details and how to contact them can be found here.

Our response will include the name, address and telephone number of the Ombudsman as well as a leaflet which explains the Ombudsman arrangements. The letter will also point out that should you refer, it should be within the next six months or you may lose the right to take the complaint to the Ombudsman.

Where a complaint goes to the Ombudsman

The firm will co-operate fully with the Ombudsman in resolving any complaints made against it and agrees to be bound by any awards made by the Ombudsman. The firm undertakes to pay promptly the fees levied by the Ombudsman. 

Closing the complaint

Where the firm receives confirmation from you that you are satisfied with the findings of the investigation and any resolution, the complaint will be considered closed by the Complaints Officer.

Where no confirmation has been received from you within eight weeks of the company’s final response, the complaint will be considered closed.

Complaints regarding our CurrencySolved service:

Our primary banking partner is Barclays Bank PLC. However, we also have a partnership with Currencycloud*; who provides our CurrencySolved services under arrangement. These are specifically payments and e-money services such as an e-wallet.

Where clients utilise our CurrencySolved service, the Currencycloud ultimately provides you with the regulated payments and e-money services. Currencycloud has certain obligations as a regulated financial services institution, including around complaints. We keep them informed of the complaints we receive from you regarding the regulated payments and e-money services they ultimately provide to you.

They oversee how we handle complaints to ensure we do this to the standard required under the regulations. However, if for any reason your complaint regarding your payments and e-money services has not been acknowledged or dealt with by us, or if you have concerns about the way it has been handled, you may contact Currencycloud directly. Their complaints information can be found here.

Submit a complaint