Complaints

If you have a complaint you should notify your Investment Adviser in the first instance.

Raise a complaint with Multrees

If your complaint concerns an aspect of a service provided to you by Multrees, you can raise it with Multrees on the form below.

What will happen when you raise a complaint

When receiving complaints directly from you, Multrees will liaise with your Investment Adviser to assess and resolve the complaint.

On receipt of a complaint we will:

Acknowledge receipt of the complaint and provide you with information on what will happen next. This will include the expected timescales and who you can contact about your complaint;

Then, at least within 8 weeks of receiving the complaint, we will either:

send a final response addressing the complaint and detailing any actions we have taken or will take to resolve the issue, which may include paying compensation;

      OR

provide further information on what we are doing and how long it will take to give you a final response.

Record Keeping

We will keep a record of each complaint received, and the actions taken for its resolution and retain that record for three years from the date the complaint was received, in line with our data retention policy and to assist in continually improving our services.

More help and the Financial Ombudsman

Forming part of the complaint, please note that if the complaint is not resolved to your satisfaction, you may be able to refer the complaint to The Financial Ombudsman Service. (Their address is Exchange Tower, London E14 9SR or www.financial-ombudsman.org.uk).

The Financial Ombudsman Service is an organisation set up by law to give consumers a free and independent service for resolving disputes with financial firms. More details on this and who can access this service can be obtained from the Financial Ombudsman Service.