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Complaints Handling Guidelines
Our company operates a written complaints procedure in accordance with the Financial Conduct Authority rules. Our aim is to handle all complaints fairly, promptly and consistently. We will attempt to resolve your complaint at the earliest possible stage.
Making a complaint
If you are a potential, current or previous client of Wealth at Work Limited and are dissatisfied with the service you have received, you may complain to us.
You can contact us by writing to:
Compliance Manager
Wealth at Work Limited
5Temple Square
Temple Street
Liverpool L2 5RH
Alternatively please call us on 0800 028 3200 or email us at [email protected]
Handling your complaint
Your complaint will be recorded and investigated by a trained and competent complaints officer. If a third party was involved in the transaction we may seek information from them to assist our investigation. We will request you r written consent before contacting a third party.
When you will hear from us
We aim to acknowledge your complaint immediately but at least within five business days. We will give you our full response at the earliest possible stage. If there are any delays we will update you within four weeks and again at eight weeks of receipt of your complaint.
If your complaint is accepted we will make an offer to compensate you for any losses caused by our actions. If your complaint is not accepted we will explain the reasons why.
We will notify you of your right to refer your complaint to the Financial Ombudsman Service where relevant.
Ombudsman service
We will provide you with information about referring your complaint to the Financial Ombudsman Service where relevant. Should you remain unhappy with our response and wish to refer your complaint to the Ombudsman, you must do this within six months of us advising you of our conclusion and providing you with the details of how to refer your complaint.