Wealth Matters Complaints Policy

1. Policy Statement

It is the policy of Wealth Matters Ltd to handle all client complaints fairly, promptly, and in accordance with the Financial Conduct Authority (FCA) Dispute Resolution: Complaints (DISP) rules.

We take complaints seriously as they help us maintain high standards of service, meet regulatory obligations, and learn from client feedback.

2. Scope

This in-house policy applies to all Wealth Matters staff, advisers, and contractors. It covers:

  • Verbal complaints (phone or in person).

  • Written complaints (letters, emails, online).

  • Any expression of dissatisfaction which, if not resolved by the close of business the next working day, must be treated as a formal complaint.

3. Definition of a Complaint

A complaint is:

“Any oral or written expression of dissatisfaction, whether justified or not, from or on behalf of a client, relating to the services provided by Wealth Matters Ltd, which alleges that the complainant has suffered (or may suffer) financial loss, material distress, or material inconvenience.”

Staff must never dismiss or ignore concerns. If in doubt, escalate to the Complaints Officer.

4. Roles and Responsibilities

  • Complaints Officer – Francesca Case (COO).

  • Deputy Complaints Officer – Julian Gilbert (Director)

  • All Staff – Must immediately pass on any expression of dissatisfaction to the Complaints Officer and record details as instructed.

5. Complaints Procedure

Step 1 – Receiving a Complaint

  • Log details in the Complaints Register.

  • Forward all information immediately to the Complaints Officer.

  • Do not attempt to resolve serious complaints yourself unless authorised.

Step 2 – Acknowledgement

  • The Complaints Officer will issue a written acknowledgement to the client within 5 business days.

  • Acknowledgement will explain the process and timelines.

Step 3 – Investigation

  • The Complaints Officer will gather documents, review communications, and speak with staff involved.

  • All staff must cooperate promptly and provide accurate information.

  • The investigation will be conducted fairly, diligently, and impartially in line with DISP 1.4.

Step 4 – Response

  • A written Final Response Letter will be issued within 8 weeks (56 calendar days).

  • Wealth Matters’ internal target is to resolve complaints within 4 weeks wherever possible.

  • The response will:

    • Explain the investigation and outcome.

    • State whether the complaint is upheld.

    • Outline any redress or remedial action.

    • Inform the client of their right to refer to the Financial Ombudsman Service.

Step 5 – Closure and Review

  • The Complaints Register will be updated with the outcome.

  • A team review will take place to capture lessons learned and improve procedures.

6. Timescales

  • Acknowledgement – within 5 business days.

  • Final Response – within 8 weeks (FCA maximum).

  • Internal Target – within 4 weeks.

7. Financial Ombudsman Service (FOS)

If a client remains dissatisfied after our final response, or if we have not issued a final response within 8 weeks, they may refer their complaint to:

The Financial Ombudsman Service
Exchange Tower
London, E14 9SR
Website: www.financial-ombudsman.org.uk
Telephone: 0800 023 4567

Complaints must usually be referred within 6 months of our final response.

8. Accessibility and Vulnerable Clients

Wealth Matters will ensure this policy is accessible to all clients. On request, complaint information will be provided in large print, audio, or other formats. We will make reasonable adjustments for vulnerable clients.

9. Record Keeping

  • All complaints will be logged in the Complaints Register.

  • Records will be retained for at least 3 years (5 years for MiFID business).

  • Records will include complainant details, date received, nature of complaint, steps taken, and outcome.

10. Review

This in-house policy will be reviewed annually or following:

  • Any significant complaint,

  • Regulatory changes, or

  • Feedback from the Financial Ombudsman Service.