Making a complaint
We aim to provide complete client satisfaction but we also recognise that there may be a time when you feel that we haven’t delivered and would like to make a complaint. If you are dissatisfied with the service we have provided, we will of course try to address your concerns as your feedback is important to helping us improve.
What should I do first?
If you have an Adviser you can contact them in the first instance and they will try to assist you. Contact details for Client Directors and their Associates can be found here
If you are unhappy with their response, then we invite you to contact the Head of Compliance using the contact details provided below.
If you do not have an Adviser you can contact our Client Support Team on 01892 701803 or at clientsupport.hwam@handelsbanken.co.uk, or you can contact The Head of Compliance:
Address: The Head of Compliance
No.1 Kingsway
London
WC2B 6AN
Email: compliance.hwam@handelsbanken.co.uk
What happens next?
We will acknowledge your complaint promptly upon receipt so that you can be sure that we have received it. Your complaint will be investigated by the Head of Compliance or another suitable individual approved by the Head of Compliance, who was not directly involved in the matter which is the subject of the complaint. We will aim to respond to you at the earliest opportunity and will, of course, keep you informed of our progress.
What if you are not happy with our decision
If we are unable to respond to your complaint within eight weeks or you remain dissatisfied with our final response you can refer your complaint, free of charge, to the Financial Ombudsman Service, which is an independent expert in settling complaints between consumers and financial services providers. Their contact details are:
Address: The Financial Ombudsman Service
Exchange Tower
LONDON
E14 9SR
Telephone: 0800 023 4567
Fax: 020 7964 1001
E-mail: complaint.info@financial-ombudsman.org.uk
Website: financial-ombudsman.org.uk
Am I an eligible complainant?
The Ombudsman will review complaints from an eligible complainant about our investment services. An eligible complainant is one of the following:
- a consumer – a natural person acting for purposes outside their trade, business or profession,
- a "micro enterprise" - a business that employs fewer than 10 persons and has a turnover or annual balance sheet of less than 2 million Euros,
- a charity with an annual income of less than £6.5m at the time of the complaint,
- a trustee of a trust which has a net asset value of less than £5m at the time of the complaint.
- A small business at the time the complaint is referred to us – a business with an annual turnover of less than £6.5 million and employs fewer than 50 persons or has a balanced sheet total of less than £5 million, or
- a guarantor.
The Ombudsman will not usually review a complaint where the complaint is solely about the way an investment has performed, but they will review it to determine if the investment was a suitable recommendation for your needs and circumstances.
What if I complain to Handelsbanken Wealth & Asset Management about another firm?
If you complain to us about the actions of another firm we will refer your complaint to that other firm and we will write to you to tell you that we have done so, to explain why we have referred your complaint and give you the contact details for the other firm.
To download our complaints information for clients, please click here.