Complaints Procedure

Our Commitment

At Quai Wealth, we are committed to providing a high standard of service. However, we recognise that sometimes things can go wrong. If you are unhappy with any aspect of our service, we want to hear from you so we can put things right.

We treat all complaints seriously and aim to resolve them fairly and promptly. This document explains our complaints procedure and your rights.

What Is a Complaint?

A complaint is any expression of dissatisfaction about our services, whether made orally or in writing, and whether justified or not. This includes complaints about:

• The quality of service you have received
• Any advice or recommendations made
• Charges or fees
• Delays or administrative errors
• How we have handled your personal data
• The conduct of our staff

How to Make a Complaint

You can make a complaint in any of the following ways:

When making a complaint, please provide:

• Your full name and contact details
• Your account reference (if applicable)
• A clear description of your complaint
• Any relevant dates and details
• What you would like us to do to resolve the issue
• Copies of any relevant documents

Our Complaints Process

Step 1: Acknowledgement

We will acknowledge your complaint promptly, usually within 5 business days. This acknowledgement will confirm who is handling your complaint and provide their contact details.

Step 2: Investigation

We will investigate your complaint thoroughly and fairly. This may involve:

• Reviewing relevant records and documents
• Speaking with staff members involved
• Contacting you for additional information

Step 3: Resolution

We aim to resolve complaints as quickly as possible. Depending on complexity:

• Simple complaints: We will try to resolve within 3 business days
• Standard complaints: We aim to respond within 4 weeks
• Complex complaints: We will provide a final response within 8 weeks

Step 4: Final Response

Our final response will include:

• A summary of your complaint
• Our findings from the investigation
• Our decision and the reasons for it
• Any remedial action or redress offered
• Information about your right to refer to the Financial Ombudsman Service

If You Are Not Satisfied

If you are not satisfied with our final response, or if we have not resolved your complaint within 8 weeks, you may be eligible to refer your complaint to the Financial Ombudsman Service (FOS).

The FOS is a free, independent service for resolving disputes between consumers and financial services firms.

You must refer your complaint to the FOS within 6 months of receiving our final response. If you wait longer, the FOS may not be able to consider your complaint.

Financial Services Compensation Scheme

We are covered by the Financial Services Compensation Scheme (FSCS). If we are unable to meet our obligations, you may be entitled to compensation from the scheme. The level of compensation depends on the type of business:

• Investments: Up to £85,000 per person, per firm
• Deposits: Up to £120,000 per person, per firm

For more information, visit www.fscs.org.uk or call 0800 678 1100.

Record Keeping

We keep records of all complaints received and how they were resolved. This helps us identify any recurring issues and improve our services. Complaint records are kept securely and confidentially.

Feedback

Even if you do not wish to make a formal complaint, we welcome feedback on our services. Please contact us at hello@quai-digital.co.uk with any comments or suggestions.