Rathbones Asset Management Limited always strive to deliver the best possible service, however, if you believe we have fallen short of these high standards, we would like to hear from you. This will give us an opportunity to put the matter right and learn from the experience to further enhance the service we offer our clients.
If you would like to express dissatisfaction about any aspect of our services or products, then you can raise this either to
your usual point of contact at Rathbones or you can use one of the following means of contact:
| Letter | The Compliance Officer, Rathbones Asset Management Limited, 30 Gresham Street, London EC2V 7QN. |
| ramcompliance@rathbones.com | |
| Telephone | 0207 399 0000 |
When you do contact us, we would ask you to provide a full description of your concerns and also how you believe the matter can be resolved. It is important to note that it will not cost you any money to make a complaint. Please note that we have a formal complaint handling process that allows for your complaint to be managed in line with FCA rules. That process is designed to allow clients to raise a complaint without any specialist knowledge or advice. As such, we therefore ask that you allow the complaints process to be concluded before you involve any third parties; while involvement of any such third parties during the complaints process remains at your discretion, please note that Rathbones will not meet the costs of such third party involvement.
The complaint will be passed to the dedicated Complaints team within the Compliance department.
Our acknowledgement to you will outline the nature of the complaint as it is understood by us and the steps that we will be taking to resolve it. If you believe that we have misinterpreted the nature of your complaint, then please contact us immediately.
It is our aim to resolve client complaints as quickly as possible and within 8 weeks from when your complaint was received.
At the investigation stage, your complaint will be allocated to a dedicated Complaint Case Handler who will be responsible to fully investigate your complaint.
The Complaint Case Handler will, in line with the Rathbones’ Complaint Handling procedures and the Treating Customers Fairly policy, complete a review of all records and information relevant to your complaint. In some cases, we may require further information from you to enable us to fully investigate your complaint. Should this be the case, we will contact you for further details.
Once we have completed our investigation, we will send you a final response to your complaint. The final response letter will include:
Along with our final response letter we will enclose a either a copy of, or a link to the Financial Ombudsman Service explanatory leaflet and advise you that, if you decided to do so, you must refer the matter to the Financial Ombudsman Service within six months of the date of our final response letter, in order for them to have our permission to consider your complaint.
If we have determined that redress is due to you, we will also enclose an acceptance form. To initiate this payment, we require you to complete and return the acceptance form.
In limited cases we may not be able to fully respond to your complaint within 8 weeks from the date of receipt. In these circumstances, we will write to you outlining why and when we expect to be able to provide a final response. If this is the case our letter will also outline that you may be able to refer the complaint to the Financial Ombudsman Service.
If you are unhappy with our response, you may be able to take your complaint to the Financial Ombudsman Service or take civil action. Access to the Financial Ombudsman Service is free of charge and available to eligible complainants as defined in the Financial Conduct Authority Handbook.
Rathbones Asset Management Limited is authorised and regulated by the Financial Conduct Authority. The Financial Ombudsman Service has been set up by law to provide consumers with a free, independent service for resolving disputes with financial firms authorised by the Financial Conduct Authority.
It is important to note that the Financial Ombudsman Service is unlikely to consider a complaint before a final response has been provided or 8 weeks has elapsed since Rathbones Asset Management Limited received your complaint, unless Rathbones Asset Management Limited agree to this.
| Letter | Financial Ombudsman Service Exchange Tower London E14 9SR |
| complaint.info@financial-ombudsman.org.uk | |
| Telephone | 0800 023 4567 (from abroad: +44 20 7964 0500) |
| Website | www.financial-ombudsman.org.uk |
Complaints received from clients who do not meet the FCA definition of an eligible complainant, will be handled by Rathbones in the same way as outlined above. However, non-eligible complainants as defined by the FCA will not have access to the Financial Ombudsman Service.
Ready to start a conversation? Please complete our enquiry form, we look forward to speaking with you
Rathbones Asset Management
30 Gresham Street
London
EC2V 7QN
Rathbones Asset Management Limited is authorised and regulated by the Financial Conduct Authority and a member of the Investment Association. A member of the Rathbone Group. Registered Office 30 Gresham Street, London EC2V 7QN. Registered in England No 02376568.
© 2024 Rathbones Group Plc
Incorporated and registered in England and Wales. Registered number 01000403
Rathbones Asset Management is delighted to be an early signatory of the ACT Framework created by City Hive
Rathbones Asset Management is a member of The Diversity Project
The value of your investments and the income from them may go down as well as up, and you could get back less than you invested.
