1 Complaints process
We are committing to resolving concerns or complaints and making things right for all clients as soon as practically possible.
In the first instance we will acknowledge your complaint taking details of your concerns accordingly. We will then thoroughly investigate your complaint using all the information available to us. In some cases, we may need to contact you to gather further information to assist our investigation.
Where possible we will aim to investigate and resolve your complaint within 3 business days following the day we receive your complaint. We will provide you with an update at regular intervals should investigating your complaint take longer. In any event we aim to resolve your complaint and issue our final response within 8 weeks.
AlbR Capital Limited has in place a robust complaint handling process where concerns will be independently investigated and resolution concluded. You will receive written confirmation of our resolution to your complaint and should we uphold your complaint confirmation of any compensation if applicable. You will have opportunity to respond but and if you remain unhappy with our final response or if we have not responded within 8 weeks then you may refer your complaint to the Financial Ombudsman Service (FOS).
2 Contact us
You can provide feedback or make a complaint either in person or in writing using the following approaches.
| In person to: | Compliance Officer AlbR Capital Limited 80 Cheapside London EC2V 6DZ |
| In writing via email to: | complaints@albrcapital.com |
| Via telephone: | 020 7469 0930 |
We would encourage that feedback or complaints are raised with your relationship manager in the first instance, but you are also welcome to discuss concerns with either the AlbR’s Head of Compliance or Chief Executive Officer.
3 Taking your complaint further
If you’re unhappy with our decision and wish to take your complaint further, you can ask the Financial Ombudsman Service (FOS) to review your complaint.
You have the right to refer your complaint to the FOS, free of charge. The Ombudsman might not be able to consider your complaint if:
- what you’re complaining about happened more than six years ago, and
- you’re complaining more than three years after you realised (or should have realised) that there was a problem.
If we think that your complaint was made outside of these time limits but this is a matter for the Ombudsman to decide. If the Ombudsman agrees with us, they will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances.
If you do decide to refer your complaint to the Ombudsman you must do so within six months of the date of this letter. If you do not refer your complaint to the Ombudsman within six months of the date of this letter, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances.
The very limited circumstances referred to above include, where the Ombudsman believes that the delay was as a result of exceptional circumstances.
There contact details are as follows. You can check your eligibility to use the FOS by consulting their website.
Financial Ombudsman Service
Exchange Tower London
E14 9SR
| Telephone: | 0800 023 4567 |
| Email: | complaint.info@financial-ombudsman.org.uk |
| Website: | http://www.financial-ombudsman.org.uk |
4 Providing Feedback
Seen something that’s not working or could be improved? We want to hear about it. Your feedback is valuable to us so please talk to your relationship manager so that we may try to accommodate your views.