Making a complaint

We understand that sometimes things can go wrong and when they do, we are here to help. If you need to make a complaint, we offer a safe and friendly environment to have an honest conversation, we promise to listen and give you the time you need to explain your concerns.

Who should I contact?

You can call us on 02921 660 670.

Alternatively, you can send an email at any time to: j.jones@imperialchartered.co.uk

Or you can write to us at: 

1st Floor, Suite A

Unit E, Copse Walk

Cardiff Gate Business Park

CF23 8RB

If you are not able to raise your complaint yourself, you can ask a friend or representative to raise it on your behalf.  Obviously, we will ask that you provide us with your written consent, confirming you are happy for us to liaise with them on your behalf.

Please provide as much information as possible so we can fully understand your concerns.  

How will my complaint be dealt with?

The complaint handler will:

• acknowledge your complaint in writing within 5 working days of receipt.

• Gather all relevant information about your concerns.  This might mean we will need to discuss this with you to ensure we fully understand your concerns.  

• aim to conclude your complaint within eight weeks. Our final decision will confirm the outcome of our findings and if your complaint is upheld, it will confirm the steps we will take to put things right. If we are unable to uphold your complaint, our letter will explain why and the steps you can take if you don’t agree with our findings.

If you’re not happy with our final response, or we have been unable to provide it within eight weeks, you have the right to refer your complaint to the Financial Ombudsman Service (FOS).

The FOS offer an independent and free service and can be contacted in the following ways:

o By post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR

o By telephone: 0800 023 4567

o By email: complaint.info@financial-ombudsman.org.uk

o By website: www.financial-ombudsman.org.uk

Imperial Chartered is the trading name for Imperial Wealth International Ltd. Imperial Wealth International Ltd is a registered company in England & Wales, registration number 10740028. Imperial Wealth International Ltd is authorised and regulated by the Financial Conduct Authority, registration number 823943.’

0292 166 0670

*Please Note

“The value of your investments can go down as well as up, so you could get back less than invested”, “A pension is a long term investment. The fund value may fluctuate and can go down” and “Your eventual income may depend on the size of fund when accessed, interest rates and legislation”.

“The Financial Conduct Authority do not regulate tax planning advice”.

*External Links Disclaimer 

Imperial Chartered cannot be held responsible for the content of external websites.

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