Complaints Procedure

Version 4.0

We want to give you the best customer service we can and will always try to resolve any issue you have quickly and positively. On the odd occasion when things do go wrong, please get in touch by email, phone or by post and we will be happy to help.

If you are not happy with our service in any way, you have the right to make a formal complaint. As part of our ongoing commitment to quality and control, and to comply with our regulatory obligations, we have established procedures to ensure that any complaints received from former, potential or existing customers are dealt with in a timely and satisfactory manner.

The Financial Conduct Authority (“FCA”) and the Financial Ombudsman Service (“FOS”)

We are regulated by the FCA (Registered Number 525432), a body which was established by Parliament to regulate the activities of, amongst others, banks and financial institutions.

As part of its statutory obligation, the FCA has established the Financial Ombudsman Service which has the power to consider, arbitrate and settle complaints against authorised firms in the event that the parties concerned have been unable to resolve the matter between themselves.

The Financial Ombudsman Service was setup by Parliament as an independent, free service to consumers of financial institutions for the impartial resolution of complaints.

Your right of complaint

As a customer, you have the right to complain to us if you believe that you have suffered financial loss, material distress or inconvenience as a result of actions taken by our employees during the course of their employment. A customer includes anyone who has created an Abundance account, or someone who is considering opening an account.

If you have given us the opportunity to resolve your complaint but are still dissatisfied, you have the right to refer your complaint to The Financial Ombudsman Service (FOS). The FOS is a free service to consumers and clients for the impartial resolution of complaints.

You must refer your complaint to FOS within six months of the date of our final response to you.

Our undertaking to you

When we receive a complaint from you, we will:

  • Investigate your complaint competently, diligently and impartially and obtain additional information where relevant.
  • Assess fairly, consistently and promptly the subject matter of your complaint, whether your complaint should be upheld and what we can do to put things right.
  • Explain to you promptly and, in a way that is fair, clear and not misleading, our assessment and conclusion of your complaint, including any offer of remedial action or redress.

Where possible, we aim to resolve your complaint by the close of business on the third business day following receipt of your complaint. At this point we will provide you with a response including a summary of our assessment of your complaint as well as information on your rights to refer your complaint to FOS. If you are not satisfied with our response at this point, please let us know.

If we are unable to resolve your complaint within three business days, we will send you an acknowledgment communication to let you know that your complaint has been received and is being investigated by our team. We will continue to keep you informed as we consider the grounds of your complaint and review applicable information. We will provide you with a final response to your complaint no later than eight weeks after receipt of your complaint. This final response will set out our understanding of your complaint including any offer of redress.

Where we are unable to provide you with a final response within eight weeks, we will give you a written response explaining why we are not in a position to provide you with a final response and indicate when we expect to be able to do so.

If you are not satisfied with our final response to your complaint, or if you have not received a final response from us after eight weeks, then you are entitled to refer the matter to the Financial Ombudsman Service. You will remain entitled to refer your complaint to the Financial Ombudsman Service for 6 months following receipt of our final response to you.

European Commission — Online Dispute Resolution

From February 2016, the European Commission has provided an online dispute resolution platform that allows you to submit a complaint to us from any European country via their online complaint form. This is designed to aid in cross-border complaints.

You can access the platform here: ec.europa.eu/consumers/odr/

Our complaints contact is:

Tom Harwood
Abundance Investment Ltd
16 Linen House
253 Kilburn Lane
London W10 4BQ
Email: support@abundanceinvestment.com
Tel: 0203 475 8666

Further information may be obtained from:

Financial Ombudsman Service
Exchange Tower, London, E14 9SR
Tel: 0800 023 4 567
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
Financial Conduct Authority
25 The North Colonnade, London, E14 5HS
Telephone: 0800 111 6768
Email: consumer.queries@fca.org.uk
Website: www.fca.org.uk
European Commission
Online Dispute Resolution
Website: ec.europa.eu/consumers/odr/