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Complaints

How to complain

We aim to provide complete client satisfaction but we also recognise that there may be a time when you feel that we haven’t delivered and would like to make a complaint. If you are dissatisfied with the service we have provided, we will of course try to address your concerns as your feedback is important to helping us improve.

What should I do first?

If you think things have gone wrong and you are unhappy with us, please contact your Adviser in the first instance and they will try to assist you. However, if you are unhappy with their response, then we invite you to contact Dominic Fielding, Head of Compliance. His contact details are:

Dominic Fielding
Heartwood
No.1 Kingsway
London
WC2B 6AN
Email: compliance@heartwoodgroup.co.uk
Tel: +44 (0)20 7045 1325

What happens next?

We will acknowledge your complaint promptly upon receipt so that you can be sure that we have received it. Your complaint will be investigated by the Head of Compliance or another suitable individual approved by him, who was not directly involved in the matter which is the subject of the complaint. We will aim to respond to you at the earliest opportunity and will, of course, keep you informed of our progress. Once we have fully investigated your complaint, we will send you our final response.

What if I am not happy with Heartwood’s decision?

If we are unable to respond to your complaint within eight weeks or you remain dissatisfied with our final response you can refer your complaint, free of charge, to the Financial Ombudsman Service, which is an independent expert in settling complaints between consumers and financial services providers.