Complaints

Assetz Capital values the views of its clients and we are always pleased to receive feedback and hear your thoughts.  You can provide your feedback through your normal Assetz Capital contact.  We will listen to your views and use them to help shape future improvements to our offering.

Sometimes though, you may need to contact us about a situation where you feel that something quite serious has happened and you want to complain.  While we do our best to offer you a robust and high-quality service, we accept that things can go wrong.  If that does happen, we’d like to hear from you so that we can try to put things right.

How to complain:

You are able to make a complaint through your normal Assetz Capital contact just by speaking to them and explaining the situation.  That person will take the details of the issue you have encountered and we will begin to deal with your complaint.

If you prefer, you can provide us with details of your complaint by letter or e-mail instead. 

Email: complaints@assetzcapital.co.uk

By post:

Assetz House, Manchester Green, 335 Styal Road, Manchester, M22 5LW

Please include the following information so that we can start investigating your complaint as promptly as possible:

Please be careful not to send by e-mail or letter any confidential information which might compromise the security of your account.

When we receive your complaint, we will begin our investigation immediately.

What you can expect from us:

We will acknowledge your complaint promptly so that you know that we are dealing with it. We will do our best to resolve your complaint immediately.  If that’s not possible, we will keep you updated so that you know what is happening.

If we haven’t been able to resolve your complaint within two weeks we will write to you to let you know what progress we have made and to explain why it is taking time to resolve.

If we haven’t been able to resolve your complaint within eight weeks, or if you are unhappy with our final response, you can refer your complaint to the Financial Ombudsman Service.  If you want to contact the Financial Ombudsman Service after you receive a final response letter from us, you’ll need to do so within six months of receiving our letter.

You can find out more about the Financial Ombudsman Service by visiting:

www.financial-ombudsman.org.uk

You can contact the Financial Ombudsman Service  by phone on 0800 023 4567 or in writing at:

The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
LONDON
E14 9SR