Complaints Procedure

Last updated: 5 August 2026

We aim to provide a professional and transparent service. If something has gone wrong, please tell us so that we can investigate fairly and improve where appropriate.

1. What this procedure covers

This procedure covers complaints about our communications, administration, fees, service delivery, staff, contractors, nominee or resident director arrangements, address services, document preparation or support supplied by us. It does not control the independent decision of a bank, payment provider, marketplace, Companies House, HMRC or another Third-Party Provider, although we can review whether we performed our agreed role properly.

2. Before making a formal complaint

Many issues can be resolved quickly by the person handling the matter. You may first reply to your usual contact with a clear description of the issue and the outcome you are seeking.

3. How to make a formal complaint

Email office@knightsbridgenominee.com with the subject line “Formal Complaint”, or write to Knightsbridge Nominee Limited, 21 Knightsbridge, London, England, SW1X 7LY, marked for the attention of the Complaints Manager.

Please include:

your full name, company name and contact details;
the relevant Service, invoice or company number;
a clear description of what happened and when;
copies of important correspondence or documents;
the outcome you would like us to consider.

4. Acknowledgement

We aim to acknowledge a formal complaint within three working days. The acknowledgement will confirm who is reviewing it and may request additional information.

5. Investigation

A person with appropriate authority, and where practical someone not directly responsible for the matter, will review the Service Agreement, communications, work records, payments and relevant legal or compliance obligations. We may speak with staff, directors, contractors or Third-Party Providers where necessary and lawful.

6. Response times

We aim to provide a written outcome within 15 working days after receiving sufficient information to investigate. If the matter is complex, involves third parties or requires professional advice, we may take up to 30 working days. We will explain the reason for delay and provide an updated target date.

7. Possible outcomes

an explanation or clarification;
an apology;
correction of an administrative error;
completion or repetition of agreed work where appropriate;
a fee adjustment or refund under the applicable agreement and Refund and Cancellation Policy;
a change to procedure, training or controls;
rejection of the complaint with reasons.

8. Escalation

If you remain dissatisfied, you may request a final internal review by a director within 10 working days of our outcome. Please identify the points you believe were not addressed. The reviewer will consider the existing file and any genuinely new information and will issue a final internal response as soon as reasonably practicable.

9. Data protection complaints

Privacy complaints may be sent to office@knightsbridgenominee.com marked “Data Protection Complaint”. You also have the right to complain to the Information Commissioner’s Office. We encourage you to contact us first so we have an opportunity to resolve the concern.

10. Complaints involving crime, sanctions or suspicious activity

We may be unable to disclose information about internal risk assessments, suspicious-activity reporting, law-enforcement requests or matters restricted by law. This may limit the detail we can provide in a complaint response.

11. No adverse treatment

We will not treat a Client unfairly merely because they have made a genuine complaint. This does not prevent us from protecting legal rights, collecting undisputed fees, complying with law or ending a Service where there is a separate lawful reason.

12. Record keeping

We retain complaint records in accordance with our Data Retention Policy and use them to identify recurring issues and improve our services.