2plan wealth management always aims to provide the highest possible service to its customers. However, there may unfortunately be occasions when a customer has cause to complain. When this happens it is important to us that we resolve the issue quickly and to your satisfaction. This leaflet explains our procedure for dealing with complaints.
2plan wealth management is authorised and regulated by the Financial Conduct Authority (FCA). It is entered on the Financial Services Register (www.fca.org.uk/register) under reference 461598.
We are required by the FCA to have appropriate procedures for dealing with complaints.
If there is any aspect of our service about which you are unhappy, then you should contact our compliance team directly, either by telephone or in writing. The members of the team are fully trained to deal with any problems you may have quickly and efficiently.
Most problems can be usually resolved either the same day or on the day following receipt. Some complaints may however, due to their complexity, take more time to investigate. Where this is the case the following process will be followed:
When we have decided on our response to your complaint we will write to you. This letter is called our Final Response Letter. This letter will convey to you the results of our investigation and our final decision. Where we accept your complaint and consider it appropriate to do so, we will set out what redress, if any, we are prepared to offer. If we decide not to accept the complaint, we will explain fully and clearly our reasons for doing so.
If your complaint has still not been resolved within eight weeks of receipt we will send you:
If you wish to make a compliant or have any questions regarding this guide, please contact us by writing to:
The Compliance Department 2plan wealth management Ltd 3rd Floor, Bridgewater Place Water Lane Leeds LS11 5BZ or by calling 0113 302 1360 9.00am to 5.00pm Monday to Friday For your protection calls may be recorded Or by emailing admin@2plan.com2plan wealth management Ltd is a member of the Financial Ombudsman Service. The Ombudsman provides a free and unbiased assessment of complaints referred to it. If, when you have received our Final Response Letter, you remain dissatisfied, you have the right to refer your complaint to the Ombudsman.
You may also refer your complaint to the Ombudsman if you have not received a Final Response Letter within eight weeks of us receiving your compliant.
We will send you a copy of the Financial Ombudsman Service explanatory leaflet, either with our Final Response letter or if we are unable to resolve your complaint earlier, by the end of the eighth week following the receipt of your complaint. You may ask us at any time, to send a copy of Financial Ombudsman Service explanatory leaflet to you.
If you would like the Financial Ombudsman Service to look into your complaint, then you must contact them within six months of the date of our Final response letter to you. Should the Ombudsman be unable to resolve your complaint, you can then refer this for civil action through the UK legal system.
If you wish to contact the Financial Ombudsman you can write to them at
Financial Ombudsman Service Exchange Tower Harbour Exchange Square London E14 9SR
or by calling
0800 023 4567 or 0300 123 9123
Or by contacting their website on
https://www.financial-ombudsman.org.uk/contact/index.htmlHenderson Moore Financial Solutions Ltd is an appointed representative of 2plan wealth management Ltd which is authorised and regulated by the Financial Conduct Authority. Henderson Moore Financial Solutions Ltd is entered on the FCA register (www.FCA.org.uk) under no. 159902.
The information contained with this website is subject to the UK regulatory regime and is therefore targeted at consumers based in the UK.
Registered office: Wellesley House, Duke Of Wellington Avenue, Royal Arsenal, London, SE18 6SS. Registered in England and Wales Number: 04529247.
