Complaints Procedure

It is important to BpH Wealth Management LLP that any possible cause for complaint is dealt with professionally and correctly and in accordance with rules and guidance from the Financial Conduct Authority (FCA). A complaint can be any expression of dissatisfaction and all complaints are subject to the following procedure.

All complaints are investigated and dealt with by a senior official of the firm and one not directly involved with dealing with the original matter and which is now the source of a complaint.

Adam Bell is designated as the Compliance Officer, and is responsible for overseeing all aspects dealing with complaints. If he is not able to investigate, one of the other Partners will do so on his behalf.

As soon as any member of staff receives any complaint, the details are passed to the Compliance Officer, added to a client’s main record and added to a Complaint Review Form and file.

The Compliance Officer acknowledges the complaint no later than five working days after its receipt confirming the matter is under investigation and BpH’s understanding of the complaint. After the matter has been investigated, a final response letter will be issued normally no later than eight weeks after receipt of the complaint, confirming the outcome of our investigation.

If not satisfied with the outcome, the complainant can refer the matter to the Financial Ombudsman Service (FOS), free of charge:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

The Financial Ombudsman Services can be contacted by calling 0800 023 4567
or e-mailing complaint.info@nullfinancial-ombudsman.org.uk

You must refer to the Ombudsman within six months of our last letter to you, outlining what we have done to address your complaint. The Ombudsman might not be able to consider your complaint if what you’re complaining about happened more than six years ago, and you are complaining more than three years after you realised that there was a problem.

Regular updates of progress will be provided to the complainant making sure timescales are clear.

The Compliance Officer makes a six monthly return to the FCA in respect of all complaints and even if there are no complaints, a nil return must be made.