Complaints handling
Our aim is to have an entirely satisfactory financial relationship with all our clients. If at any time you are unhappy with any aspect of our service or would like to suggest ways we could improve this, please contact your Manager. We hope that the relationship you have with your Manager will encourage you to discuss any such matter on an informal basis and allow us to attend to any concerns immediately and on an informal basis.
In accordance with the rules of the Financial Services Authority, Adam & Company has established procedures for the effective consideration of complaints. This information can also be accessed in a printed document, a copy of which is available on request and will also be supplied when we acknowledge a complaint.
Receipt of complaints
Adam considers 'any expression of dissatisfaction' to be a complaint. Complaints may be received in writing, by email, by fax, at a meeting or by telephone.Persons responsible for handling complaints
All complaints will be referred to a Relationship Manager, Portfolio Manager, a Senior Manager or a Director who, where appropriate, was not directly involved in the matter which is the subject of the complaint (the Complaint Handler).Verbal resolution
We anticipate that the majority of complaints can be resolved promptly and verbally. Where a complaint can be dealt with verbally to your satisfaction, this will be done, where possible, by the close of business on the day following the day on which the complaint is received.Written resolution
All complaints not resolved as set out in paragraph 3 above will be acknowledged in writing promptly by the Complaint Handler. The acknowledgement will give the name and job title of the person handling the complaint and will include a copy of Adam’s Complaint Handling Procedures leaflet. If, however, we are in a position at this stage to give our final response, we will combine this acknowledgement with our final response.
We will attempt to resolve all complaints as soon as practically possible and provide a final response. We will keep you reasonably informed of our progress as we investigate the complaint.
Where we have not resolved a complaint within eight weeks we will send a response which- Explains that we are still not in a position to make a final response, give reasons for the further delay and indicate when we expect to be able to provide a final response;
- Informs you that you may refer the complaint to the Financial Ombudsman Service if you are dissatisfied with the delay; and
- Encloses a copy of the Financial Ombudsman Service's explanatory leaflet.
The final response will either:- Accept the complaint and, if relevant, offer compensation/refund or reimbursement; or
- Reject the complaint giving full reasons.
The final response will also:- Inform you that you may refer the complaint to the Financial Ombudsman Service if you are dissatisfied with our final response and that you must do so within 6 months; and
- Enclose a copy of the Financial Ombudsman Service's explanatory leaflet (unless this has already been done).