Courtiers Wealth Management
Courtiers Wealth Management

Making a complaint

We aim to provide a high standard of service at all times. However, we recognise that sometimes things may not go as expected. If you’re unhappy with any aspect of our service, you have the right to complain and we encourage you to let us know.

Making a complaint will not affect how we treat you, and there is no charge for raising a complaint directly with us. We are committed to handling complaints fairly, consistently and promptly, in line with the Financial Conduct Authority’s (FCA) dispute resolution rules.

How to contact us

While we strive to maintain a high standard of service, we understand that there may be occasions when our services do not meet your expectations. This is why we have a complaints procedure. If you are unhappy with our services, please contact us.

You can raise a complaint in the way that is most convenient for you:

  • By phone: +44 (0)1491 578 368
  • By email: complaints@courtiers.co.uk
  • By post: Courtiers Investment Services Limited, 18 Hart Street, Henley-on-Thames, Oxfordshire RG9 2AU
  • Online: Complete the short form below

You may make a complaint verbally or in writing. We will handle it in the same way regardless of how it is submitted.

Using a Claims Management Company (CMC)

Some consumers choose to use a Claims Management Company (CMC) or another firm to submit a complaint on their behalf. These companies can help you prepare and send a complaint, but they will usually charge a fee for doing so.

It’s important to know that:

  • A CMC does not have access to any special routes or information.
  • They simply pass your details and complaint to us for investigation.
  • We assess complaints in exactly the same way, whether they come directly from you or via a third party.

In many cases, we may already have identified the issue and calculated any refund or redress due, including compensatory interest. By dealing with us directly, you’ll receive 100% of any refund you’re entitled to.

In contrast, CMCs typically take a percentage of the refund as their fee, meaning you could receive as little as 70% of the amount due to you.

If you’re considering using a CMC, the Financial Conduct Authority (FCA) has published helpful, impartial guidance to help consumers make an informed choice:

https://www.fca.org.uk/consumers/using-claims-management-companies

What happens after we receive your complaint

Once we receive your complaint, we will handle it fairly, consistently and as quickly as possible.

  • We’ll first review your concerns and, where possible, aim to resolve them within 3 working days.
  • If we’re able to resolve your complaint within this time, we’ll contact you to explain what we’ve done and check that you’re satisfied.
  • If more time is needed, we’ll write to you within 5 working days to acknowledge your complaint and explain the next steps.
  • We’ll then carry out a full investigation. This may include requesting further information or, in some cases, a signed authority so we can gather information from other parties.
  • We aim to complete our investigation within 8 weeks and will write to you with our findings, any decision reached, and details of any redress or corrective action.

If we’re unable to complete our investigation within 8 weeks, we’ll explain why and let you know when you can expect a response.

If you’re unhappy with our response

If you remain dissatisfied after receiving our final response, you may be able to refer your complaint to the Financial Ombudsman Service (FOS), free of charge. We’ll provide full details of how to do this when we write to you.

Online complaint form

To keep the process straightforward, we only ask for the information we need to investigate your complaint. You can provide further detail later if required.

You don’t need to include every detail at this stage. Once we’ve received your complaint, we’ll contact you if we need any further information.

Complaints about another firm

If we receive a complaint that relates to another firm, we’ll let you know and, where possible, pass the details on to the appropriate firm. We’ll also provide you with their contact details and copies of any correspondence sent.

We’re committed to learning from complaints and using them to improve our services, and appreciate you giving us the opportunity to address your concerns.