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Customer complaints policy

Introduction

As we are regulated and authorised by the Financial Conduct Authority (FCA) we are required and are also committed to have in place effective procedures for handling customer complaints. We treat all complaints with equal attention, fairness and respond in the shortest time frame reasonably possible.

We never like receiving complaints as everyone at Wealthify works hard to make sure the service is of the highest quality. However, we appreciate your feedback when you are unhappy because it may make our relationship, with you the customer, even better!

How can a Complaint be expressed?

If there is something you are not happy with and wish to make a complaint, it can be done by:

  • Calling a member of our team on 0800 802 1800
  • Via your Wealthify Messages which can be accessed through your dashboard.
  • Through our instant live chat
  • Sending a written complaint to the following address:

Wealthify Limited
Tec Marina
Terra Nova Way
Penarth
CF64 1SA

So we can address your complaint as quickly as possible, please include the following details in your complaint:

  • Your full name address and account number
  • Your complaint fully explained
  • A phone number that you don’t mind us calling you on

How your Complaint will be handled

Once we have received your complaint and all information that we need, it’ll be recorded and thoroughly investigated, using all information available. Should we promptly resolve the issue by close of business 3 working days after receiving the complaint, we will close the complaint with your consent. Alternatively, we will write to you, advising that we have closed the complaint and outlining your rights. If for some reason your complaint remains unresolved, this is what happens:

Investment Product Complaints (Pension; GIA; Stocks & Shares ISA and Junior ISA)
  • We will acknowledge the complaint as soon as possible, within 5 business days of receipt.
  • We will do all that we can to resolve your complaint within 4 weeks of receipt.
  • Within 8 weeks of making your complaint, we will send you a Final Response Letter, either accepting the complaint and offering redress and/or action; not accepting the complaint but offering redress and/or action, or rejecting your complaint.
  • If in a rare event we are not able to provide a final response, we will provide you with a written response explaining why the complaint has not been resolved and an indication of when this is expected. We will also let you know that you may refer your complaint to the Financial Ombudsman Service.
Cash Product Complaints (Cash ISA & Instant Access Savings Account)
  • We will acknowledge the complaint as soon as possible, within 5 business days of receipt.
  • Your complaint will be investigated and a Final Response Letter detailing our findings will be sent to you within 15 working days.
  • In exceptional circumstances, if a final response cannot be issued within 15 working days, we will:

a.) Inform you in writing clearly indicating the reasons for the delay in responding and specifying the deadline by which we will send the Final Response Letter

b.) Send a Final Response Letter by the end of 35 working days after receipt of the complaint.

We will also let you know that you may refer your complaint to the Financial Ombudsman Service.

The Financial Ombudsman Service (FOS)

The FOS is an independent public body established by the Government for the purpose of resolving disputes between consumers and financial institutions, like us.

You can contact them if you wish to escalate your complaint further. However, it is worth noting, the FOS will only look into your complaint once we have been given a reasonable attempt at resolving it ourselves.

For further information and contact details of the FOS you can visit their website at: www.financial-ombudsman.org.uk