Our Firm’s priority is to provide customers with the highest level of service. However, we know that sometimes things can go wrong. Customer feedback helps us understand where things have gone wrong and gives us the opportunity to put them rights. It also helps us understand where we need to improve our products and services.
If you have a complaint about your Adviser or the service you received from our firm please contact us.
Post: Compliance Department (Complaints)
AWS Financial Services, Intra Private Finance Ltd
4th Floor Sunshine House, 7 Cutler Street, London, United Kingdom, E1 7DJ
Email: [email protected]
Phone: +44(0)203 488 1541
We may record and monitor calls.
If your complaint cannot be resolved straight away, we will:
· Acknowledge receipt in writing, confirming our understanding of your complaint, who will be handling it. And giving you the opportunity to provide any further information or additional documents.
· After investigating your concerns we will respond, as quickly as possible. If no decision has been reached we will update you on progress after 8 weeks.
The Financial Ombudsman Service
You can ask the Financial Ombudsman Service for an independent review free of charge. But you must do so within six months of the date of the firm’s final response letter.
The Financial Ombudsman Service (FOS) will only consider your complaint once you’ve tried to resolve it. So, please take up your concerns with us first. We do our best to resolve complaints.
The FOS is also only able to consider certain categories of complaint. For example complaints about Buy to Let mortgages, will normally be outside the jurisdiction of the FOS. And these complaints are not regulated by the Financial Conduct Authority.
In addition, the FOS might not be able to consider your complaint if:
· What you’re complaining about happened more than six years ago, and
· You’re complaining more than three years after you realized (or should have realized) that there was a problem.
If your complaint was made outside of these time limits, which is a matter for The Ombudsman to decide. The Ombudsman will not have our permission to consider your complaint. So, will only be able to do so in very limited circumstances. For example, if it believes that the delay was as a result of exceptional circumstances.
Further information on the services provided by the Financial Ombudsman Service can be found on their website:
http://www.financial-ombudsman.org.uk Other contact points are by: –
Post: The Financial Ombudsman Service, Exchange Tower, London. E14 9S
Phone: 0800 023 4567 or 0300 123 9123
Email: [email protected]
Alternative Dispute Resolution (ADR) Directive
Alternative Dispute Resolution (ADR) Directive. The ADR directive is European law, which means alternative ways of resolving contractual disputes. The Financial Ombudsman Service (FOS) is the ADR provider for Financial Services in the UK. It will provide a complaint handling service under the ADR Directive in addition to its role as an Ombudsman Service.
Rather than pass the responsibility to the FOS under the ADR Directive. This does not affect customers’ statutory rights of referral to the FOS as outlined above.
Any complaints received via the ADR, will be forwarded to the FOS and then to our Firm. Complaints received by this method will be treated in the same way as those received through existing means and your rights are unaffected.