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Your experience at Duncan Lawrie is of the utmost importance to us - if we do not deliver the standard of service you expect or if we make a mistake, we want to know so that we can put things right as quickly as possible and make improvements to prevent them from happening in the future.

Tell us your feedback

We will treat any concerns or negative feedback as a complaint and we will ensure it is handled within the procedure outlined below.

The first step is for us to understand your complaint, so please talk to us as soon as possible. You can contact your Relationship Manager in the usual way or our Compliance team on: 

 0207 201 3088
E: compliance@duncanlawrie.com
P: Compliance
    Duncan Lawrie Private Bank
    1 Hobart Place
    SW1W 0HU

T: 01625 643100
E: info@duncanlawrie.com
P: Compliance
    Duncan Lawrie Private Bank
    16/18 Mount Havelock
    Isle of Man
    IM1 2QG 

Alternatively, you can fill out the 'contact us' form on our website here. We ask that you don't include any sensitive personal or account information through this form as this isn't a secure channel.

How we'll respond

  • For more information about how we handle any complaints from UK clients, please see our 'Resolving your concerns' leaflet. 
  • For more information about how we handle any complaints from Isle of Man clients, please see our 'Resolving your concerns' leaflet. 

If you are a UK Duncan Lawrie client, please contact the UK Financial Ombudsman Service:

T: 0845 080 1800
E: complaint.info@financial-ombudsman.org.uk
P: Financial Ombudsman Service
    South Quay Plaza
    183 Marsh Wall
    E14 9SR


If you are an Isle of Man Duncan Lawrie client, please contact the Isle of Man Financial Services Ombudsman Scheme:

T: 01624 686 506
E: ombudsman@iomoft.gov.im
P: Financial Services Ombudsman Scheme
    Thie Slieau Whallian
    Foxdale Road
    St Johns
    Isle of Man
    IM4 3AS


Fiduciary Services clients

While Fiduciary Services fall outside the scope of the Isle of Man FOS, our Isle of Man Fiduciary Services clients may, in the unlikely event that their complaint is not resolved to their satisfaction, refer their complaint to the Head of Group Compliance (Duncan Lawrie Private Bank, 1 Hobart Place, London SW1W 0HU) for further review as appropriate.

If you want the FOS to investigate your complaint, you must contact them within six months of the date of our final response.

We never want our clients to be unhappy, so if you do have any concerns please come and talk to us. We will always do our best to listen carefully so that we can work together to agree the right outcome.