Complaints procedure
How to tell us if something has gone wrong, and what we will do.
If you would like this information in larger print or in another format, please contact us.
We aim to provide a high standard of service. If you are unhappy with our advice or any aspect of our service, please tell us as soon as possible. We will do our best to put things right, and we will treat your complaint fairly, promptly and in confidence.
How to make a complaint
You can complain in whatever way suits you: by telephone, email, letter or in person. You do not need to use particular wording.
| Telephone | 01892 576 577 |
| info@armstrongwealth.co.uk | |
| In writing | Duncan Armstrong, Armstrong Wealth Ltd, Salomons Estate, Broomhill Road, Tunbridge Wells, Kent TN3 0TG |
It helps us if you can tell us your name and contact details, what went wrong, when it happened, and what you would like us to do to put it right. If you need any support to make a complaint, or would like someone to act on your behalf, please let us know.
What happens next
- Quick resolution: if we can resolve your complaint to your satisfaction by the end of the third business day after we receive it, we will confirm this to you in writing.
- Acknowledgement: otherwise, we will acknowledge your complaint in writing within five business days and tell you who is handling it.
- Investigation: your complaint will be investigated fairly and impartially by someone with the right experience, who was not involved in the matter you are complaining about wherever possible.
- Keeping you informed: we will keep you updated on our progress.
- Final response: we aim to send you our final response within eight weeks. If we cannot do so, we will write to explain why, tell you when we expect to respond, and explain your right to refer your complaint to the Financial Ombudsman Service.
The Financial Ombudsman Service
If you are not happy with our final response, or we have not sent you one within eight weeks, you may be able to refer your complaint to the Financial Ombudsman Service. It is free to use and independent. You will normally need to contact the Ombudsman within six months of the date of our final response.
| Website | financial-ombudsman.org.uk |
| Telephone | 0800 023 4567 |
| Post | Financial Ombudsman Service, Exchange Tower, London E14 9SR |
Complaints about business buy-to-let mortgages cannot be referred to the Financial Ombudsman Service. Complaints about consumer buy-to-let mortgages may be.
Complaints about your personal information
If your complaint is about how we handle your personal information, please see the complaints section of our privacy notice, which also explains how to contact the Information Commission's Office.
Financial Services Compensation Scheme
The Financial Services Compensation Scheme (FSCS) is the UK's statutory compensation fund for customers of authorised financial services firms that are unable to pay claims against them, usually because they have gone out of business. You may be able to claim compensation from the FSCS if we cannot meet our obligations. The amount available depends on the type of business and the circumstances of the claim. Further information is available at fscs.org.uk.
Armstrong Wealth Ltd is authorised and regulated by the Financial Conduct Authority, Firm Reference Number 1038543.