Customer complaints

The quality of our customer service and satisfaction is paramount to us and therefore, any instance of client complaint is given our full attention. Customer can make a complaint by calling on 0800 888 6001 or alternatively you can email your complaint to complaints@wellesley.3eleven.net.

1. We aim to provide a good service and to deal with you fairly. If you have any complaints, we are ready to discuss them with you and see how we can help. Please write to us, email us or call us and we will seek to resolve your complaints effectively.

2. To help us resolve your complaints promptly please provide us with (i) your personal contact details, (ii) details of what has gone wrong and (iii) what you want us to do to resolve matters.

3. Once you have let us know about your complaint we will:
i. Contact you within three (3) Business Days and let you know that we are dealing with your complaint and what will happen next;
ii. Investigate the complaint competently, diligently and impartially (and we may ask you to provide additional information);
iii. Assess fairly, consistently and promptly your complaint, whether it should be upheld, and if upheld what remedial action or redress (or both) may be
appropriate;
iv. Endeavour to resolve your complaint as soon as possible, but in any event, we will keep you informed of progress in resolving your complaint; and send you a final response no later than 8 weeks from when the compliant was made.
v. Once we have made our decision, (i) explain to you promptly in a way that is fair, clear and not misleading our assessment of your complaint and our decision, (ii) we will let you know if we offer any remedial action or redress and (iii) comply promptly with any offer of remedial action or redress that we make to you which you accept.
vi. As part of the final written response within 8 weeks after receipt of your complaint either (i) accepting your complaint and where appropriate offering you redress or remedial action, or (ii) offering you redress or remedial action but without accepting your complaint or (iii) rejecting your complaint giving details for doing so.
vii. If you are dissatisfied with how your complaint has been addressed, you can refer complaints in relation to the services we provide to the Financial Ombudsman Service at: Exchange Tower, Harbour Exchange, London, E14 9SR, or by calling them on 0800 023 4567. More information on the Financial Ombudsman Services can be found at www.financialombudsman.org.uk.
viii. Your statutory and regulatory rights remain unaffected.