Service Quality

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How to Make a Complaint

At Alliance Trust Savings we value your business and care about your experience with us. If, for any reason, you are not entirely satisfied with our service, we want to hear from you so we can put matters right, and where appropriate, take steps to prevent the problem happening again.

If you have a complaint about our service, you can contact our Customer Relations Team in writing or by email or phone:

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Customer Relations Team,
Alliance Trust Savings Limited,
PO Box 164,
8 West Marketgait,

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Simply provide details of your complaint to our Customer Service Team representative who will then pass them on to our Customer Relations Team.

Phone: +44 (0)1382 573737

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If you are not satisfied with our response to your complaint, you can contact the Financial Ombudsman Service by writing to The Financial Ombudsman Service, Exchange Tower, London, E14 9SR or calling 08000 234 567.

For more information, read our Complaints leaflet.

Regulatory complaints data

The following table provides information about the complaints we have received and closed over a six month period. This data is published in the format suggested by the Financial Conduct Authority.

Group: Alliance Trust PLC
Firm name: Alliance Trust Savings Limited
Brands/Trading Names covered: Alliance Trust Savings Ltd, Stocktrade
Period covered in this report:1 July 2018 – 31 December 2018

Product / service grouping Number of complaints opened by volume of business (Provision at reporting period end date) Number of complaints opened Number of complaints closed Percentage closed within 3 days Percentage closed within 3 days and 8 weeks Percentage upheld Main cause of complaints opened
Decumulation and pensions 6.01 per 1,000 policies in force 103 106 18.87% 73.58% 79.25% General Admin/
Customer Service
Investments 3.78 per 1,000 client accounts 376 408 14.22% 77.21% 65.44% General Admin/
Customer Service

Alliance Trust Savings Limited is registered in Scotland No. SC 98767, registered office, PO Box 164, 8 West Marketgait, Dundee DD1 9YP; is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority, firm reference number 116115. Alliance Trust Savings Limited gives no financial or investment advice. ‘Alliance Trust Savings’, ‘ATS’ and 'AT Savings' are all brand names of Alliance Trust Savings Limited together with the ‘Alliance Trust Savings’ logo are owned by and used with the permission of Alliance Trust PLC, the previous owner of Alliance Trust Savings Limited.