{"id":408,"date":"2022-06-14T17:27:20","date_gmt":"2022-06-14T17:27:20","guid":{"rendered":"https:\/\/www.universumwealth.com\/?page_id=408"},"modified":"2024-07-25T09:42:56","modified_gmt":"2024-07-25T09:42:56","slug":"complaints","status":"publish","type":"page","link":"https:\/\/www.universumwealth.com\/complaints\/","title":{"rendered":"Complaints"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"408\" class=\"elementor elementor-408\" data-elementor-post-type=\"page\">\n\t\t\t\t<div class=\"elementor-element elementor-element-6ca9d51c textcol e-flex e-con-boxed e-con e-parent\" data-id=\"6ca9d51c\" data-element_type=\"container\" data-core-v316-plus=\"true\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-6832ce5 elementor-widget elementor-widget-heading\" data-id=\"6832ce5\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.20.0 - 11-03-2024 *\/\n.elementor-heading-title{padding:0;margin:0;line-height:1}.elementor-widget-heading .elementor-heading-title[class*=elementor-size-]>a{color:inherit;font-size:inherit;line-height:inherit}.elementor-widget-heading .elementor-heading-title.elementor-size-small{font-size:15px}.elementor-widget-heading .elementor-heading-title.elementor-size-medium{font-size:19px}.elementor-widget-heading .elementor-heading-title.elementor-size-large{font-size:29px}.elementor-widget-heading .elementor-heading-title.elementor-size-xl{font-size:39px}.elementor-widget-heading .elementor-heading-title.elementor-size-xxl{font-size:59px}<\/style><h2 class=\"elementor-heading-title elementor-size-default\">A.\tOur Commitment to You<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5b372a9a elementor-widget elementor-widget-text-editor\" data-id=\"5b372a9a\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.20.0 - 11-03-2024 *\/\n.elementor-widget-text-editor.elementor-drop-cap-view-stacked .elementor-drop-cap{background-color:#69727d;color:#fff}.elementor-widget-text-editor.elementor-drop-cap-view-framed .elementor-drop-cap{color:#69727d;border:3px solid;background-color:transparent}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap{margin-top:8px}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap-letter{width:1em;height:1em}.elementor-widget-text-editor .elementor-drop-cap{float:left;text-align:center;line-height:1;font-size:50px}.elementor-widget-text-editor .elementor-drop-cap-letter{display:inline-block}<\/style>\t\t\t\t<!-- wp:paragraph -->\n<p>Your experience of the services we provide is extremely important to us. Inevitably, however, there may be occasions when we fall short of the standards you expect. In such circumstances, we are committed to dealing with your concerns fairly and effectively. Our aim is to reach a mutually satisfactory conclusion as quickly as possible.<\/p>\n<p>To assist, we have established procedures for investigating any complaint you may have with the intention of swiftly resolving any matter while at the same time keeping you fully informed of the steps we are taking.<\/p>\n<!-- \/wp:paragraph -->\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4a06fd4 elementor-widget elementor-widget-heading\" data-id=\"4a06fd4\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">B.\tWho We Are<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f0f496d elementor-widget elementor-widget-text-editor\" data-id=\"f0f496d\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<!-- wp:paragraph -->\n<p>Universum Wealth Limited is an Appointed Representative of Thornbridge Investment Management LLP (\u201cThornbridge\u201d) who are authorised and regulated by the Financial Conduct Authority (\u201cFCA\u201d). Thornbridge\u2019s FCA Firm Reference Number is 713859.<\/p>\n<p>As such, both Thornbridge and ourselves are required to have in place effective and transparent procedures for the reasonable and prompt handling of complaints in relation to the services we provide.<\/p>\n<p>As Thornbridge are our Principal firm, all complaints must be directed to them. They will then liaise with us to best handle any complaints received and comply with all our regulatory requirements. <\/p>\n<!-- \/wp:paragraph -->\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-669cef2 elementor-widget elementor-widget-heading\" data-id=\"669cef2\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">C.\tHow to Make a Complaint<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e809b41 elementor-widget elementor-widget-text-editor\" data-id=\"e809b41\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<!-- wp:paragraph -->\n<p>We would encourage you to first to contact us by emailing TIM\u2019s Compliance Officer, Patrick Hall, at compliance@thornbridge detailing your complaint or issue as best you can. You can also include your contact point at Universum Wealth Limited if you wish.<\/p>\n<p>If you\u2019d prefer to write to us then please send your correspondence to:<\/p>\n<p>Patrick Hall<br \/>Thornbridge Investment Management LLP <br \/>13 Austin Friars<br \/>London<br \/>EC2N 2HE<\/p>\n<p>If you\u2019d like to talk to us on the phone then you can reach us on +44 203 9724 510.<\/p>\n<!-- \/wp:paragraph -->\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-24af730 elementor-widget elementor-widget-heading\" data-id=\"24af730\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">D.\tWhat Happens Next<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-cc3bd24 elementor-widget elementor-widget-text-editor\" data-id=\"cc3bd24\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<!-- wp:paragraph -->\n<p>Your complaint will be logged in our system and a designated Thornbridge team member will be allocated to handling your matter who will work with Universum Wealth Limited to resolve the complaint or issue.<\/p>\n<p>We would like to assure you that the team member handling your complaint will be an experienced member of staff and, where appropriate, someone who was not directly involved in the matter about which you are raising a complaint. They will have the authority to settle your complaint or will have access to someone who has such authority.<\/p>\n<!-- \/wp:paragraph -->\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-aa71671 elementor-widget elementor-widget-heading\" data-id=\"aa71671\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">E.\tSteps Towards Resolving Your Complaint <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d4420bb elementor-widget elementor-widget-text-editor\" data-id=\"d4420bb\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<!-- wp:paragraph -->\n<p>Step 1 \u2013 the designated team member will acknowledge receipt of your complaint, either by post or by email, within 3 business days and confirm who you should contact for further information and how you should contact them.<\/p>\n<p>Step 2 \u2013 we will carry out a thorough investigation into your complaint at the conclusion of which we will prepare an incident report that will incorporate a complete breakdown of the matter and any conclusions that we have reached. You will receive a copy of this report.<\/p>\n<p>Step 3 &#8211; we will invite you to provide your comments particularly if we have omitted something that you consider of relevance to the matter.<\/p>\n<p>Step 4 \u2013 Thornbridge will provide you with a final response confirming our position on your complaint and setting out our conclusions. We, of course, anticipate being able to resolve every complaint satisfactorily but we will also provide contact details for the Financial Ombudsman Service (\u201cFOS\u201d) to enable you to escalate the matter if you are, in any way, dissatisfied (for further details, please see below).<\/p>\n<!-- \/wp:paragraph -->\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6fc1fd2 elementor-widget elementor-widget-heading\" data-id=\"6fc1fd2\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">F.\tTimings<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5156869 elementor-widget elementor-widget-text-editor\" data-id=\"5156869\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<!-- wp:paragraph -->\n<p>We aim to resolve your complaint and issue our final conclusions within eight weeks of receiving your complaint.<\/p>\n<p>However, in exceptional circumstances, if we cannot give you a final response within that time period, we will contact you to let you know why not and to confirm when you can expect to receive a substantive response from us. <\/p>\n<!-- \/wp:paragraph -->\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6185761 elementor-widget elementor-widget-heading\" data-id=\"6185761\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">G.\tWhat Happens if You Are Not Satisfied with Our Response<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c2cfe03 elementor-widget elementor-widget-text-editor\" data-id=\"c2cfe03\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<!-- wp:paragraph -->\n<p>Although you can contact the FOS at any time for guidance, they do require you to contact the firm in the first instance. If you remain dissatisfied with how we are handling your compliant or our final response, you may be eligible to refer your complaint to FOS.<\/p>\n<p>Although this service is free of charge, there are a number of conditions you should be aware of:<\/p>\n<p>1. You must contact them within six months of the date of our final response. If you do not, the FOS will not have our permission to consider your complaint and will only be able to do so in exceptional circumstances.<\/p>\n<p>2. The FOS only handles complaints raised by private individuals, micro-enterprises (businesses employing fewer than 10 persons whose annual turnover and\/or annual balance sheet does not exceed EUR 2 million) and charities (whose annual income is less than \u00a31 million).<\/p>\n<p>3. The FOS will only consider complaints about regulated products and services. <\/p>\n<!-- \/wp:paragraph -->\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-15e5a86 elementor-widget elementor-widget-heading\" data-id=\"15e5a86\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">H.\tComplaint Records<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1c5d826 elementor-widget elementor-widget-text-editor\" data-id=\"1c5d826\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<!-- wp:paragraph -->\n<p>Our regulator, the FCA, obliges us to keep a record of each complaint received and the measures taken for its resolution. We retain these records for a minimum of three years from the date the complaint was received.<\/p>\n<!-- \/wp:paragraph -->\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3e4e0fc elementor-widget elementor-widget-heading\" data-id=\"3e4e0fc\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">I.\tFOS Contact Details<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-fa9da95 elementor-widget elementor-widget-text-editor\" data-id=\"fa9da95\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<!-- wp:paragraph -->\n<p>Financial Ombudsman Service<br \/>Exchange Tower<br \/>Harbour Exchange Square<br \/>London <br \/>E14 9SR<br \/>www.financial-ombudsman.org.uk<\/p>\n<p>Telephone: +44 800 023 4567<\/p>\n<!-- \/wp:paragraph -->\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>A. Our Commitment to You Your experience of the services we provide is extremely important to us. Inevitably, however, there may be occasions when we fall short of the standards you expect. In such circumstances, we are committed to dealing with your concerns fairly and effectively. Our aim is to reach a mutually satisfactory conclusion [&hellip;]<\/p>\n","protected":false},"author":5,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"acf":[],"_links":{"self":[{"href":"https:\/\/www.universumwealth.com\/wp-json\/wp\/v2\/pages\/408"}],"collection":[{"href":"https:\/\/www.universumwealth.com\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.universumwealth.com\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.universumwealth.com\/wp-json\/wp\/v2\/users\/5"}],"replies":[{"embeddable":true,"href":"https:\/\/www.universumwealth.com\/wp-json\/wp\/v2\/comments?post=408"}],"version-history":[{"count":12,"href":"https:\/\/www.universumwealth.com\/wp-json\/wp\/v2\/pages\/408\/revisions"}],"predecessor-version":[{"id":1524,"href":"https:\/\/www.universumwealth.com\/wp-json\/wp\/v2\/pages\/408\/revisions\/1524"}],"wp:attachment":[{"href":"https:\/\/www.universumwealth.com\/wp-json\/wp\/v2\/media?parent=408"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}