At Sovereign Capital Alliance, we are committed to providing a high standard of service to all our clients and partners. However, we recognise that on occasion, things may not go as expected. This Complaints Policy explains how you can raise a concern and how we will handle it.

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1. How to Make a Complaint

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If you are dissatisfied with any aspect of our service, please contact us by email with as much detail as possible:

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Email: contact@cap-sov.co.uk
Subject Line: Formal Complaint – [Your Name]

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Please include:

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• Your full name and contact details

• A clear description of the issue

• Relevant dates, names of any individuals involved, and any supporting documents

 

2. What Happens Next

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• We will acknowledge receipt of your complaint within 3 working days.

• A full investigation will be carried out, and we aim to respond within 10 working days.

• If the matter is complex and requires more time, we will keep you informed and provide a full response within 28 days.

• You will receive a written explanation of our findings and any actions we have taken or plan to take to resolve the matter.

 

3. Further Action – The Property Redress Scheme (PRS)

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If you are not satisfied with our final response, or if 28 days have passed since submitting your complaint, you may refer the matter to the Property Redress Scheme (PRS), of which we are a member.

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PRS Membership Number: PRS045898
Website: www.theprs.co.uk
Email: info@theprs.co.uk
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The PRS is an independent, government-approved redress scheme that can review your complaint and provide a resolution.

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We take all complaints seriously and treat them as an opportunity to reflect, learn, and improve the quality of our service.

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