22. Complaints and compensation

All complaints should in the first instance be made in writing to the Relationship Manager who shall liaise with us as required. In the event that you are not satisfied with the handling of your complaint by the Relationship Manager or your complaint has not been resolved within fifteen (15) days, you should forward a copy of your complaint and any relevant response/s , to the Customer Support Department at the following e-mail address: cs@121clearing.com, with copy to compliance@finotec.com,(or any new address established by us for this purpose subsequent to the signing of this agreement that we may inform you from time to time, which you accept may be done via a general posting on our website). Complaints will be dealt with in accordance with the FCA Rules. A copy of our current policy in relation to complaints handing (as may be amended from time to time) is set out in Schedule 2. Please note that if you do not follow the correct procedure in making any complaint, unfortunately we may not be able to deal properly with any such complaint. In the event that you fail to raise your complaint in the first instance to the Relationship Manager we reserve the right not to process your complaint. An explanation of the compensation arrangements available to you under the Financial Services Compensation Scheme, if any, established under Section 213 of the Financial Services and Markets Act 2000 for compensating persons in cases where we are unable, or are likely to be unable, to satisfy any claims against us, is available on request or on the scheme’s website www.fscs.org.uk.