Complaints Procedure

Complaints Procedure

We want to give you the best customer service we can and will always try to resolve any issue you have quickly and positively. On the odd occasion when things do go wrong, please get in touch by email or phone and we will be happy to help.

If you are not happy with our service in any way, you have the right to make a formal complaint. As part of our on-going commitment to quality and control, we have established procedures to ensure that any complaints received from former, potential or existing customers are dealt with in a timely and satisfactory manner.

Our undertaking to you

When we receive a complaint from you, we will take the following steps towards resolving your complaint:

  • We will write to acknowledge your complaint within five business days of its receipt.
  • We will collate all the information and documentation relevant to your complaint, and, if appropriate, we will seek information from third parties.
  • If we are unable to resolve your complaint within four weeks of receipt we will write to explain why we need more time to complete our investigation and let you know when to expect our response.
  • If our investigation is going to take longer than eight weeks, we will write to you again to explain why and let you know when we expect to be able to conclude matters. When we have completed our investigation we will let you know the outcome in writing.

If you have any queries at any time, you can contact us:

By post: My ISA Online, PO BOX 7105, Rugeley. WS15 9EW
By telephone: 0844 057 0301
By email:

When referring to "The Swan ISA", we are referencing a regulated bond issued by Swan Real Estate PLC which is available within an ISA wrapper. Swan Real Estate PLC  is registered in Scotland, company number SC525416. Its registered office address is 19 Elmbank Street, Glasgow, Scotland, G2 4PB.

A copy of the Swan ISA Investment Memorandum can be obtained from Alfred Henry Corporate Finance Limited whose registered office address is Finsgate, 5-7 Cranwood Street, London, EC1V 9EE. A copy of the Swan ISA Investment Memorandum can also be found on this site.

Please be aware when investing that your capital is at risk and the value of your investment can go down as well as up. You may get back less than you invested.  If you are not sure about investing, seek independent advice.