Disclosure for the UK

How We Handle Your Complaint

Any verbal or written complaint is immediately escalated to our Complaints Manager, or to senior management if the manager is unavailable. Once received, we will:

Acknowledge your complaint in writing without delay
Provide details of the Financial Ombudsman Service (FOS) in our acknowledgement
Request clarification on any points if needed
Conduct a full and fair investigation
Keep you updated throughout the process
Share our findings and proposed resolution

If we cannot issue a final response immediately, we will provide regular progress updates. Our final response will be issued as soon as possible and no later than eight weeks.

Adviser vs. Provider Issues

If your concern involves both adviser service and product-provider performance, we will first determine where the issue belongs. If it is unclear, we will begin our own investigation immediately and involve the provider if appropriate, consulting you throughout.

How We Investigate

The Complaints Manager will review the scope and details of your complaint in accordance with the Financial Conduct Authority (FCA) principles:

Handle complaints promptly and fairly
Provide clear responses and appropriate redress where applicable

Eligible Complainants

Although we treat all complainants equally, certain individuals or entities meet the FCA definition of an eligible complainant and are entitled to specific legal protections.

FCA rules apply to complaints that are:

Made by or on behalf of an eligible complainant
Related to a regulated activity
Involving potential or actual financial loss, distress, or inconvenience

Final Response

Our final response will clearly outline:

The firm’s decision
The reasoning behind it
Any compensation offered, including calculation method

If the complaint involves an eligible complainant and regulated activity, we will also:

Explain the right to refer the complaint to the Financial Ombudsman Service within six months
Indicate whether we agree to waive the time limits (where applicable)

Complaints Resolved Within 3 Business Days

If the complaint is resolved to your satisfaction within three business days, we will issue a Summary Resolution Communication, confirming:

We consider the matter resolved
Your right to raise the issue again if dissatisfied later
Your right to contact the Financial Ombudsman Service
Whether we waive time limits
The FOS website and where to find additional information

We may also communicate this information through other channels if it better suits your needs.

Closing a Complaint

A complaint is considered closed once our final response has been issued. This does not prevent you from referring the matter to the Financial Ombudsman Service if you wish.