How to file a complaint

Complaints Procedure

At Affluence Consultancy Limited, we are committed to delivering the highest standard of service to our clients. However, we understand that sometimes things may not go as expected. If you are dissatisfied with any aspect of our service, we want to hear from you so we can put things right and improve our processes.

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How to Make a Complaint

You can submit your complaint in any of the following ways:

Email: info@affluenceconsultancy.co.uk
Post: Complaints Department
Affluence Consultancy Limited
Building 18, Gateway 1000
Whittle Way, Arlington Business Park
Stevenage, Hertfordshire
England, SG1 2FP

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What Happens Next?

We aim to acknowledge your complaint within 3 working days and resolve most issues within 15 working days. If we are unable to provide a resolution within that time, we will keep you informed of our progress and let you know when you can expect a final response.

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Our final response will include:

• A summary of our investigation

• Our findings and conclusions

• Any proposed resolution or action

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This response will usually be provided via email as a PDF. A printed version can be supplied on request.

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Escalating Your Complaint

If you are not satisfied with our final response, or if your complaint has not been resolved within 35 days, you may be entitled to escalate your complaint to an independent Alternative Dispute Resolution (ADR) service.

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For clients in the UK, you may be eligible to contact the Financial Ombudsman Service (FOS). If this applies, we will include details of how to do so in our final response letter.

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You must contact the Financial Ombudsman Service within six months of the date of our final response. If you do not refer your complaint in time, the Ombudsman may not have permission to review your complaint unless there are exceptional circumstances.

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Contacting the Financial Ombudsman Service (FOS)

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Phone: 0800 023 4567 or 0300 123 9123
(From outside the UK: +44 20 7964 0500)

Email: complaint.info@financial-ombudsman.org.uk

Post:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
United Kingdom

Website: www.financial-ombudsman.org.uk

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We take all complaints seriously and treat them as an opportunity to improve. Thank you for helping us deliver better service.