Complaints policy

At Henry Spain Investment Services we place the investor’s needs first. We welcome feedback to improve our services and are aware that there could be instances where a client may wish to make a complaint.

HOW TO COMPLAIN

We encourage you to speak to your usual relationship contact as this would likely be the quickest way for us to understand and resolve a matter; however, you may make a complaint to us by telephone, email or in person at your local office. If you would like someone to make the complaint on your behalf, we will need your written permission.

Client Resolution
Henry Spain Investment Services
49 High Street,
Market Harborough,
Leicestershire, LE16 7AF

Tel: 01858 898 023
compliance@henryspain.co.uk

If we cannot resolve your complaint immediately, we will aim to resolve it as soon as possible. A written acknowledgement will be issued to the complainant within 5 business days from receipt of the complaint. We will keep you informed regarding the progress of your complaint and you will not be charged for the handling your complaint.

WHAT HAPPENS NEXT?

We will ensure that all complaints are investigated by an individual with sufficient competence and experience who, where appropriate, was not directly involved in the matter giving rise to the complaint. The person responsible for the investigation of the complaint will examine, in detail, all documentation in relation to the complaint and will interview, where appropriate, any staff with an involvement in the content of the complaint. Upon completion of our investigations we will issue you with a ‘Final Response Letter’. If we are unable to complete our investigation after eight weeks, we will write to you explaining any delays and outline the options available to you.

THE FINANCIAL OMBUDSMAN SERVICE

If we are unable to resolve your complaint within eight weeks, or if you are not satisfied with our ‘Final Response Letter’, you may refer your complaint to the Financial Ombudsman Service.

Financial Ombudsman Service
Exchange Tower,
Harbour Exchange,
London E14 9SR
Telephone: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Website: http://www.financial-ombudsman.org.uk

The Financial Ombudsman Service is an independent dispute resolution service. There is no charge for you to use their services.

FURTHER INFORMATION

Please feel free to contact us if you want more information on how we handle complaints.