Quilter’s complaints procedure is focused on resolving customer related issues quickly and fairly. We accept complaints through any channel of communication.
If a resolution cannot be agreed with the customer (or their representative) by close of business on the third day following the day on which the complaint is received, it will be referred to the Complaints Team and acknowledged in writing by the end of the fifth working day. We aim to complete our investigations and to respond fully within four weeks.
Sometimes it may take longer for us to issue our response. Should this happen we will send a holding letter, which keeps the customer informed. Our response letter will include a summary of the complaint and our findings, along with details of any offer we are prepared to make to resolve a complaint.
For ‘regulated’ complaints the customer is also advised of their right to refer their complaint to the Financial Ombudsman Service if they are not satisfied with the outcome.
Root cause analysis is carried out on all complaints to improve our products and services in future.
We report the complaints received to the Financial Conduct Authority (FCA) according to their rules. www.fca.org.uk/data/complaints-data/firm-level