Cornerstone has established an internal complaints procedure to ensure your complaint is dealt with efficiently and by the correct person.

If you feel dissatisfied with any aspect of our service, then in the first instance please contact your account manager via e-mail or telephone, or send a letter to the following address:

Cornerstone Payment Solutions Ltd

75 King William St, London, EC4N 7BE, United Kingdom

To help us investigate and resolve the problem as quickly as possible, please make sure you give us the following information:

• Your name, address and user name
• A clear description of your concern or complaint
• Details of what you would like us to do to put it right
• Copies of any relevant documents (if applicable)
• A daytime telephone number where we can contact you

The first step is for us to be clear on what the problem is and to identify with you what we can do to put it right. The more information you can give us the better.

We will try to resolve your complaint immediately and with minimum inconvenience to you. However, sometimes we will not be able to solve the problem for you immediately.

If we are unable to resolve your complaint within three (3) business days or if you are not happy with the response from account manager, you may ask the account manager to escalate it to the Compliance Department or directly contact the Compliance Department at compliance@cornerstonefs.com, which will:

• Send an acknowledgement of your complaint in writing within 2 business days.
• Confirm who will handle your complaint, and how you can contact them.
• If your complaint is particularly complex in nature, we will keep you informed of the progress we are making as we continue our investigations.

In any event, we will endeavour to resolve your complaint and provide you with a full response within 15 business days. These may be extended up to 30 calendar days in exceptional circumstances.

If we are unable to provide you with a final response within 15 business days we will provide you:

• An explanation as to why we are unable to provide you with a final response and with an indication as to when you will get one.
• If you are an eligible client, a notification of your rights to refer the matter to the Financial Ombudsman Service.

In our final response we will include:

• A summary of your complaint
• A summary of the outcome of our investigation
• Whether we acknowledge there has been any fault on our side and whether the complaint will be upheld
• Details of any offer to settle the complaint and how long this offer will remain open
• If you are an eligible client, a notification of your right to refer the matter to the Financial Ombudsman Service.