Complaints Handling Procedure

Customer Care Promise

You are viewing this information either because you have made a complaint to us or want to find out more about our complaint investigation process.

Hulbert West Limited is committed to a high level of customer support and service. We take very seriously any complaints levied against the firm or our advisers. We aim to treat customers fairly in all ways. We have therefore produced this guide to help you to understand the complaint investigation process.

What is a complaint?

The Financial Conduct Authority (FCA) provides a detailed explanation of what constitutes a complaint, but in summary it can be defined as any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of, a person about the provision of, or failure to provide, a financial service or a redress determination.

I have a complaint, what can I do?

Firstly, you should contact us about your complaint. For more information, the FCA’s website explains what to do if you are unhappy with any financial service or product. You can find this information on the Consumer section of the FCA website.

How will we investigate your complaint?

We will investigate your complaint in accordance with the timescales below. If we are unable to resolve your complaint to your satisfaction, you have the right to refer your case to the Financial Ombudsman Service (FOS) although you should allow us time to investigate your complaint before you do so. If you are unhappy with the FOS’s findings, you may take your case to court.

Who will deal with your complaint?

The complaints officer for Hulbert West Limited is Simon West. Our office address is: 8 St. Mary’s Court, Carleton Forehoe, Norwich, NR9 4AL. You can write to us here. You can call us by telephone on 01603 759784 or email info@hwfp.co.uk.

Complaint handling timescales

5 Business Days

Following the receipt of a complaint, whether oral or written, we will issue you with an acknowledgment letter promptly and advise you that we are dealing with your complaint.

Where a complaint has been made orally, we will ensure that the letter of acknowledgement states our understanding of the complaint and invites you to confirm in writing the accuracy of our statement.

8 Weeks

We will investigate the complaint and let you know if the investigation is likely to extend beyond 8 weeks. If we are unable to provide a final response letter within 8 weeks, we will write to you explaining why and indicate when you may receive a response. At this stage we will also inform you that you have the right to refer your complaint to FOS.

We will send you a final response letter once the investigation is complete. This will include details of whether the complaint has been upheld, any offer of redress or remedial action, inform you that you have the right to refer you complaint to FOS if you are dissatisfied with our findings and that you must do so within 6 months (a copy of the FOS explanatory leaflet will be enclosed). We may or may not consent to FOS investigating your complaint beyond this timescale.

Hulbert West Financial Planners is an appointed representative of Hulbert West Limited which is authorised and regulated by the Financial Conduct Authority (FRN 935298). Hulbert West Financial Planners is the trading name of HW Advisory Services Limited a company registered in England & Wales (Company No. 12659210).

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The information contained within this site is intended for a UK audience only and is governed exclusively under English law and UK financial services regulations.