We take great care to maintain exceptionally high standards of service. If we are, or become, aware of any client concerns or unease we give priority to resolving the matter as quickly as possible. To assist with this process, we have prepared procedures to ensure that complaints are handled fairly and within reasonable time scales. These are standards that you can hold us to so we publish them for your reference. These procedures are as follows:
The person investigating your complaint will initiate a record and file of your complaint and will acknowledge your complaint as soon as is reasonably practicable after the receipt of your complaint. This will generally be within 5 working days of receipt of the complaint. The acknowledgement will, especially in the case of an oral complaint, set out the nature of the complaint and may request further clarification if necessary.
A senior person who, wherever possible, is independent of the case, will investigate the matter. You will be given the name and contact details of the person dealing with your complaint. If your complaint is about a person, that person will not be your point of contact. We will aim to resolve the complaint as quickly as possible. Your complaint will be investigated using our files together with reports from other parties if relevant. We may also write to you if further information is required.
Update After 4 Weeks
We will keep you informed of progress during the complaint investigation and within 4 weeks, we will send you either a final response (see below) or a holding letter explaining the delay and that we will make further contact within a further 4 weeks.
A final response letter detailing our conclusions and resolution to the complaint will normally be sent to you within 8 weeks. This letter will also confirm that if you remain dissatisfied with our final response that you may refer your complaint to the Financial Ombudsman Service within six months of the date of our final response letter, otherwise you would lose this referral right. A copy of the Financial Ombudsman Service leaflet ‘your complaint and the Ombudsman’ will be enclosed, if not already supplied.
Update After 8 Weeks
If we have been unable to send a final response to you after eight weeks, we will write to you with an update to explain that we are still not in a position to make a final response, giving the reasons for the further delay and indicating when we expect to be able to provide a final response and informing you that you may refer your case to the Financial Ombudsman Service if you are dissatisfied with the delay. A copy of the Financial Ombudsman Service leaflet ‘your complaint and the Ombudsman’ will be enclosed, if not already supplied. Please bear in mind that if your complaint involves information from third parties some delays could be beyond our control. We will however, pursue information on a regular basis.
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 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 you 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.
How To Contact Us
Write to us: Montage Wealth Management, 135/137 New London Road, Chelmsford, Essex CM2 0QT
Email us: firstname.lastname@example.org
Phone us: 01245 506010
Financial Ombudsman Service
Should you be unhappy with our response or more than 8 weeks have gone by since you first lodged your complaint without a satisfactory response or resolution you may refer your complaint to the Financial Ombudsman Service. You can contact the Financial Ombudsman Service using any of the methods below:
Call the enquires and consumer helpline on 0800 023 4567 which is available Monday to Friday 8am to 8pm and Saturday 9am to 1pm. Calls to this number are free on mobile phones and landlines. Or phone 0300 123 9 123, calls to this number cost no more than calls to 01 and 02 numbers. From abroad you can call +44 207 964 0500.
Write to: The Financial Ombudsman Service, Exchange Tower, London E14 9SR
Online form: www.financial-ombudsman.org.uk