Our Complaints Policy is intended to ensure that we have an opportunity to address any aspects of our service with which you are unhappy and put matters right. The Policy is also in place to address regulatory requirements and best practice in dealing with complaints about our service. We not only have a system to identify, monitor and address complaints but we also educate staff on how to deal with these requirements and make every effort to exceed expectations.
Should you be dissatisfied with any aspect of the service provided to you; in the first instance, you should contact your financial adviser or investment manager to outline your concerns. Alternatively, you may make a complaint to our Risk and Compliance Team.
We ask that complaints be confirmed in writing and you should send a full description of your complaint including your full name, address and contact details to our company address at:
Head of Compliance
Risk and Compliance Department
City Asset Management
Upon receipt of your complaint, we will acknowledge the details of your complaint and provide details of our procedure within 5 business days.
We will investigate your complaint within 8 weeks; issuing a final response or detailing when a final response can be expected.
If you are dissatisfied with the outcome of our response, or 8 weeks have passed with no response, you may refer your complaint directly to the Financial Ombudsman Service (“FOS”). You need to make any such complaint to the FOS within six months of our Final Response.
The FOS contact details are:
The Financial Ombudsman Service
Tel: 0800 0234567 (calls to this number are free on mobile phones and landlines)