Complaints Procedure
Rothschild & Co Wealth Management UK Limited
Complaints Procedure
Disclaimer
Rothschild & Co is committed to providing high quality investment and lending services,
however we recognise that there may be times when you have cause to complain. Occasionally
things may go wrong and we will do our utmost to resolve your problem promptly, fairly and
courteously to your satisfaction.
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Complaints Procedure
Contacts
If you have any reason to complain you can contact us by:-
Telephoning your Client Advisor on 020 7280 5000
Sending an e-mail to your Client Advisor
Writing to:-
Rothschild & Co Wealth Management UK Limited
New Court, St Swithin's Lane
London EC4N 8AL
United Kingdom
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Complaints Procedure
Table of Contents
1. Will you acknowledge my complaint? 5
2. If we cannot reach agreement 5
3. Financial Ombudsman Services 5
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Complaints Procedure
1. Will you acknowledge my complaint?
We will aim to resolve your concerns within 3 working days. If this is not possible, we will write
to you, acknowledging receipt of your complaint within 5 working days and enclosing a copy of
this procedure.
Within eight weeks of receipt of the complaint we will send you, either a:-
1. Final Response which is fair, clear and not misleading and explains the reasons for our
decision with regard to the complaint and offers you remedial action or redress where
appropriate. We will also inform you of the availability of Financial Ombudsman Service
and include the Financial Ombudsman Service explanatory leaflet. We will explain that
we will regard the complaint as closed if a reply is not received within eight weeks; or an
2. Explanation of why a final response has not been given and when a final response can
be expected. We will also inform you of the availability of Financial Ombudsman
Service and include the Financial Ombudsman Service explanatory leaflet.
In all instances we will reply to your complaint without undue delay.
2. If we cannot reach agreement
In the unlikely event that your complaint cannot be resolved to your satisfaction, you can, at this
stage refer your complaint to the Financial Ombudsman Service. This referral must be within
six months of you receiving our final response.
3. Financial Ombudsman Services
The Financial Ombudsman Service provides an independent service to settle individual disputes
between businesses providing financial services and certain classes of their customers.
You can contact the Financial Ombudsman by:-
Telephoning 0800 023 4 567
Texting 07860 027 586
Online form www.financial-ombudsman.org.uk
Writing to:-
The Financial Ombudsman Service
Exchange Tower, LONDON, E14 9SR
Further information is also available at www.financial-ombudsman.org.uk
