- The Procedure of Filing a Complaint
- At Finsbury Wealth, we are committed to serving our clients earnestly. Therefore, it is our responsibility that we handle and attend to the complaints quickly and efficiently.
- A complainant can raise a complaint in more than one way.
- They can directly raise the complaint with a representative of the company. A representative can be the advisor themselves, or any such person who is directly or indirectly in contact with the complainant through our business.
- Complaints can also be received via the company website, telephone, email and mail mediums. If a client wishes to submit a complaint they can be directed to do so using the relevant email address in the table below.
- If a complaint or potential complaint has been identified by a member of Finsbury Wealth they must report the complaint via the relevant email address in the table below.
- What Happens After a Complaint?
- We regard complainant feedback in the highest regard and find it critical for the continued growth and improvement of our business. Therefore, each complaint is equally important to us irrespective of its origin or the relation of the complainant with our business. At all stages of the complaints handling process consideration will be given whether to notify the DFSA about the complaint or any recurring systemic problems identified from any such complaints as per the guidance note of GEN 9.2.14.
- The complaint must be communicated to the Head of Operations by the recipient within 1 working day following receipt so that acknowledgment of receipt may be sent to the complainant by the Head of Operations within 7 working days of the company receiving the complaint. Failure to report a complaint to the Head of Operations may lead to disciplinary action.
- The Head of Operations will inform the Compliance Officer that a complaint has been received and keep them updated throughout the complaints handling process.
- The complaint must be acknowledged in writing within the timeframe outlined above and the complainant must be provided with:
- The contact details of any individual responsible for handling the Complaint;
- Key particulars of the Authorised Firm’s Complaints handling procedures; and
- A statement that a copy of the procedures is available free of charge upon request in accordance with GEN Rule 9.2.11
- Complaints should aim to be resolved within 7 working days of receipt with the complainant rescinded to in writing.
A complaint final response being a written or electronic response stating that we:
- Accept the complaint and, where appropriate, offer redress or remedial action; or
- Offer redress or remedial action without accepting the complaint; or
- Reject the complaint, give reasons for doing so and inform the complainant that if they are dissatisfied with our response that they can raise their complaint with the relevant regulatory authority, or, an independent complaints service.
In the event that the resolution of the complaint is likely to take longer than 30 days.
- A written response which explains why we are not in a position to make a final response and indicate when we expect to be able to provide one.
- In the event that the complainant is not satisfied with the terms of redress offered, the complainant will be informed of the other avenues available to them to pursue a complaint, and they will be provided with the appropriate contact details. This may include an external dispute resolution scheme such as arbitration or the DIFC court.
- Complaints Escalation Process
- At Finsbury Wealth, the process we have created to handle complaints was designed with the complainant in mind and our process promotes prompt resolution of complaints.
- The escalation process will be clearly explained to the complainant before proceeding.
- For each of the stages below, the complainant will be informed if their complaint must move to a new stage.
Stage 1: If a satisfactory resolution has not been reached by the Head of Operations within 7 working days of receipt of the complaint, the complaint will escalate to the Compliance Officer who will review the complaint and what actions have been taken. They will also attempt to resolve the complaint to the complainant’s satisfaction.
If the complaint still has not been resolved to the complainant’s satisfaction within 20 working days of receipt, then the complaint is escalated to the SEO.
Stage 2: The SEO will review the complaint up to this point and respond to the complainant and attempt to resolve the complaint to the complainant’s satisfaction. In the situation that the SEO is unable to resolve the complaint to the complainant’s satisfaction within 30 working days of receipt, there will be the option to escalate the issue externally if deemed necessary.
Stage 3: At this stage, the complaint reminded them that they have access to an independent complaints handling service that can determine complaints where the client is unsatisfied with the outcome of the company’s resolution of the complaint. Consideration will also be given as to whether to notify the complaint to the DFSA.
Complaints Reporting firstname.lastname@example.org
Dubai Financial services Authority www.dfsa.ae
Dubai International Financial Center www.difc.ae