Complaints policy

How do I make a complaint?

Murray Income Trust plc
6th Floor, Exchange Plaza
50 Lothian Road
Edinburgh
EH3 9BY

Email: [email protected]

Who will deal with my complaint?

In the first instance, your complaint will be investigated by a complaints handler. If you are not satisfied with their response, you may ask for your complaint to be reviewed again. This will be completed by another complaints handler.

If you are still unhappy, the Financial Ombudsman Service may be able to help. You will find information about the Ombudsman below.

How will my complaint be handled?

The Company will acknowledge your complaint within five working days and they will try to resolve your complaint as quickly as they can. 

Our aim is to put things right with our first response. In these cases, we try to complete our review within four weeks. If that is not possible and a longer investigation is required, we will explain why and let you know when you can expect to hear from us again.

When we have completed our investigation we will provide you with a final response which will outline our findings. We hope you will be satisfied with our response.  

The Ombudsman

Subject to meeting certain criteria, you have the right to refer your complaint to the Financial Ombudsman Service (opens in a new window), free of charge.

There are time limits for referring your complaint to the Ombudsman. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.