Complaints Procedure
Last updated: 12 July 2026
We aim to deal with every investor, vendor and partner honestly and professionally. If we have fallen short, we want to know, and we will put it right where we can. This procedure explains how to complain and what happens next.
1. How to make a complaint
Please raise your complaint with us using any of the following:
- Email: ADD: contact email
- Post: The Director, Quantum Brick Ltd, Flat 1, 5 Kingston Road, London SW19 1JX
To help us investigate quickly, please include:
- your name and preferred contact details;
- what happened and when, with as much detail as you can;
- copies of any relevant documents or correspondence; and
- what you would like us to do to put things right.
2. What we will do, and when
| Stage | Timescale |
|---|---|
| We acknowledge your complaint in writing | Within 3 working days of receiving it |
| We investigate and send you a formal written outcome, including any proposed resolution | Within 15 working days of the acknowledgement |
| If we need longer (for example where third parties are involved), we will write to explain why and give a revised date | Final written response no later than 8 weeks from the original complaint |
Your complaint will be investigated by a director not directly involved in the matter wherever possible. We will keep a written record of every complaint and its outcome.
3. If you are not satisfied
If you are unhappy with our final response, or more than 8 weeks have passed since your complaint and it remains unresolved, you can refer the matter free of charge to our independent redress scheme:
You must normally refer a complaint to the scheme within 12 months of our final response.
Complaints about how we have handled your personal data can also be raised with the Information Commissioner's Office at ico.org.uk/make-a-complaint. See our Privacy Policy for details.
4. Complaints from vendors and other parties
This procedure applies equally to vendors, joint-venture partners, agents and anyone else who deals with us, not only to investor network members.