Introduction

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 or phone 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.

Your right of complaint

As our 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.

Our undertaking to you

When we receive a complaint from you, we will take the following steps towards resolving your complaint:

  • By the close of business on the next working day, we will consider the grounds of your complaint and provide a suitable explanation and/or offer appropriate redress by way of an apology or financial compensation, or if we cannot resolve the complaint, then;
  • Within 5 working days we will provide you with a written acknowledgement of receipt of your complaint, and if we have still not been able to reach a conclusion within this time we will write to you explaining why we have not and we will tell you when we expect to be able to reach a conclusion. If you are not eligible to complain to the FOS then we will tell you.
  • Within 4 weeks of receipt of your complaint We will reply to you and provide an explanation of the action we took, including any advice given to us, as a means towards resolving the complaint and we will further offer redress by way of an apology and compensation, if appropriate.
  • Within a further 4 weeks (8 weeks from receipt of the original complaint) We will write to you with our final response, explanations and any offer for redress. If you have not received a reply from us that is satisfactory to you within 8 weeks, then you are entitled to refer the matter to the Financial Ombudsman Service. If our final letter is not satisfactory you must let us know and we will provide you with a formal letter of deadlock.

You will remain entitled to refer your complaint to the Financial Ombudsman Service for 6 months following receipt of our letter 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 officer is:

    Daniel Mc Aleese
    Abundance Investment Ltd (07049166)
    16 Linen House
    253 Kilburn Lane
    London W10 4BQ
  • 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/