Complaints Procedure

This procedure also applies to our Appointed Representatives, GT Wealth Management Ltd and Henley Wealth Management Ltd.

As required by the FCA Rules, and the Consumer Duty Customer Support outcome, we have in place a complaints handling procedure which must be provided to all complainants

Definition of Complaint

A complaint is defined by the FCA as any expression of dissatisfaction, whether oral or written, and whether justified or not, from or on behalf of a client about the firm’s provision of, or failure to provide a financial service.

Obligations to our clients

Our Disclosure Document includes reference to our complaints handling procedure.

All complaints will be investigated fairly in accordance with this procedure.

Regulatory obligations

The procedure which follows will be the responsibility of the person nominated to handle the investigation of your complaint.

Complaints relating to third parties

In the event that we receive a complaint that is not about us, or our services, and assuming that we can identify the firm to whom the complaint should be addressed, we will carry out the following action:

  • We will write to the firm concerned, explaining that we believe the complaint to be theirs, and suggesting that they contact the you directly.
  • We will enclose a copy of the original complaint letter.
  • We will write to you, giving contact details of the firm, and invite them to get in touch. We will also enclose a copy of the letter we send to the firm.
  • We will copy the new firm in on this letter as well.

Initial Acknowledgement letter

We will acknowledge your complaint in writing or by email; this will generally be within 5 business days.

In respect of oral complaints, this still be acknowledged promptly and will be treated as if received in writing, but the acknowledgement will also set out our understanding of the complaint and ask you to confirm in writing if this understanding is inaccurate.

Assuming an investigation has not been completed, the acknowledgement letter will confirm:

  • The date of complaint;
  • That an investigation will be undertaken;
  • (For oral complaints) our understanding of the complaint and request confirmation of the accuracy of the firm’s understanding;
  • That we will keep you informed of developments with the investigation of the complaint;
  • That if the investigation is not completed within 8 weeks of the receipt of the complaint, a further letter will be sent, informing you why we are not yet in a position to resolve the complaint and give an indication of what action can then be taken;
  • That on completion of the investigation the firm shall write to you to inform you of the outcome of the investigation; and
  • Who you should contact, should there be any further queries at this stage.

We will send you a copy of the complaints procedure with the initial acknowledgement letter.

Subsequent Investigation

All complaints will be thoroughly investigated and where necessary the adviser associated with the complaint may be contacted. The investigation will always include a review of your file, and it may be necessary to contact third parties to obtain further information.

If the person responsible for handling complaints is the subject of the complaint, the investigation will be passed onto another senior person within the firm.

Complaint Resolution

When the investigation is completed you will be notified of the outcome of the investigation, the nature and terms of any settlement, and explaining that if you are not satisfied with the outcome then you may refer the matter to the Financial Ombudsman Service. The letter will also point out that if this has not been referred within 6 months, you may lose the right to take the complaint to the Ombudsman. The letter will incorporate the name; address and telephone number of the Ombudsman and include the Ombudsman leaflet.

Summary Resolution Procedure

Sometimes it will be possible for us to investigate a complaint quickly and provide an immediate response. Where we can do this within three working days, a shortened version of this procedure will apply whereby we will send you a letter combining the acknowledgement and decision and explain that you still retain your right to refer the case to FOS.


We will keep you informed after the issue of the acknowledgement letter of the progress of the measures being taken for the complaints resolution.

Investigation not complete within 8 weeks

If after 8 weeks the investigation is still not concluded, you will be notified in writing, highlighting the reasons for the delay and if you are not satisfied with the progress to date, you may refer the complaint to the Financial Ombudsman Service. The letter will also point out that this should be within the following 6 months, and incorporate the name, address and telephone number of the Ombudsman, along with the Ombudsman’s leaflet.

When will the we deem the complaint to be closed?

If there has been no confirmation from you within 6 months of our decision or most recent letter, the complaint will be considered closed.

The Financial Ombudsman Service (FOS)

We may display in each of our branches, where relevant, a notice indicating that we are covered by the FOS. We will cooperate fully with the Ombudsman and acknowledge that we are bound by any awards made by the Ombudsman.


Should redress be appropriate, we will provide you with fair compensation for any acts or omissions for which we were responsible. Appropriate redress will not always involve financial redress. It may, for example, involve an apology.

How to Complain

Should you wish to make a complaint or raise an expression of dissatisfaction, please email our Managing Director at [email protected]

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Note: This page is for information purposes only and should not be considered as financial advice. Always consult an Independent Financial Adviser for personalised financial advice tailored to your individual circumstances.