Complaints

Updated April 2026

Pinnacle Capital Ltd is committed to providing a high standard of service to all clients, investors, and counterparties. We take complaints seriously and are committed to resolving them fairly, consistently, and promptly.

How to Make a Complaint

If you are dissatisfied with any aspect of our service, we encourage you to contact us in the first instance:

By email: info@pinnaclecapital.vc

By post: Pinnacle Capital Ltd, 11 Lime Tree Walk, Sevenoaks, Kent, TN13 1YH, United Kingdom

Subject line: Complaint - [Your Name / Reference]

Please provide as much detail as possible, including the nature of your complaint, the dates involved, and the outcome you are seeking.

What Happens Next

We will acknowledge receipt of your complaint within 5 business days.

We will conduct a thorough investigation and aim to provide a full written response within 28 days of receiving your complaint. In complex cases where more time is required, we will notify you of this and provide an expected resolution date.

Our response will set out:

Our understanding of your complaint
The findings of our investigation
Our decision and any proposed resolution
Your right to escalate if you remain dissatisfied

Escalation

If you are not satisfied with our response, or if we have not resolved your complaint within 8 weeks of receipt, you may be entitled to refer your complaint to an appropriate external body depending on the nature of your complaint and your relationship with us.

Where relevant, complaints may be referred to:

The Financial Ombudsman Service (FOS) - if your complaint relates to a regulated activity: www.financial-ombudsman.org.uk
The Information Commissioner's Office (ICO) - if your complaint relates to data protection or privacy: www.ico.org.uk

Record Keeping

We maintain a record of all complaints received and our responses to them. This record is reviewed periodically to identify any recurring issues and to improve our service.

Continuous Improvement

We view every complaint as an opportunity to improve. Feedback from complaints is reviewed at a senior level and used to inform our policies and procedures.