Complaints Procedure

We are committed to providing you with a high standard of service. However, if you are not satisfied with any aspect of our service, we want to hear from you.

How to Make a Complaint

You can submit a complaint by:

• Email: complaints@altorwealth.co.uk
• Post: Complaints Team, Altor Wealth Management LLP, Landmark House, Station Road, Hook, RG27 9HA
• Phone: 01onal Hook office number

What to Include

To help us resolve your complaint quickly, please include:

• Your name and contact details
• Your account number or email address associated with your account
• A clear description of your complaint
• What you would like us to do to resolve it
• Any relevant documents or evidence

Our Complaints Process

Step 1: Acknowledgement

We will acknowledge your complaint within 5 business days and let you know who is handling it.

Step 2: Investigation

We will investigate your complaint thoroughly and fairly. This may involve reviewing records, speaking to staff members, and gathering relevant information.

Step 3: Resolution

We aim to resolve complaints within 8 weeks. We will send you a final response letter explaining our findings and any action we have taken or will take.

If You're Not Satisfied

If you are not satisfied with our response, or if we have not responded within 8 weeks, you may be able to refer your complaint to the Financial Ombudsman Service (FOS).

You must contact the FOS within 6 months of receiving our final response. Using the FOS does not affect your right to take legal action.

Financial Services Compensation Scheme

Altor Wealth Management LLP is covered by the Financial Services Compensation Scheme (FSCS). If you have a valid claim against us that we cannot pay, you may be entitled to compensation from the FSCS. The current limit is £85,000 per eligible person for investment claims.

Visit fscs.org.uk for more information.

Our Commitment

We take all complaints seriously and view them as an opportunity to improve our service. We will:

• Treat you fairly and with respect
• Investigate your complaint thoroughly
• Keep you informed of progress
• Provide a clear explanation of our findings
• Take appropriate action to put things right
• Learn from complaints to improve our service

Contact Us

If you have any questions about our complaints procedure, please contact us:

• Email: info@altorwealth.co.uk
• Post: Altor Wealth Management LLP, Landmark House, Station Road, Hook, RG27 9HA