Customer complaints
The quality of our customer service and satisfaction is paramount to us and therefore, any instance of client complaint is given our full attention. Customers can make a complaint by email to [email protected].
1. We aim to provide a good service and to deal with you fairly. If you have any complaints, we are ready to discuss them with you and see how we can help. Please write to us, email us or call us and we will seek to resolve your complaints effectively.
2. To help us resolve your complaints promptly please provide us with (i) your personal contact details, (ii) details of what has gone wrong and (iii) what you want us to do to resolve matters.
3. Once you have let us know about your complaint we will:
i. Acknowledge receipt of your complaint within three (3) business days;
ii. Investigate the complaint competently, diligently and impartially (and we may ask you to provide additional information);
iii. Assess fairly, consistently and promptly your complaint, whether it should be upheld, and if upheld what remedial action or redress (or both) may be
appropriate;
iv. Endeavour to resolve your complaint as soon as possible, but in any event, we will keep you informed of progress in resolving your complaint; and send you a final response no later than 8 weeks from when the complaint was made.
v. Once we have made our decision, (i) explain to you promptly in a way that is fair, clear and not misleading our assessment of your complaint and our decision, (ii) we will let you know if we offer any remedial action or redress and (iii) comply promptly with any offer of remedial action or redress that we make to you which you accept.
vi. As part of the final written response within 8 weeks after receipt of your complaint either (i) accepting your complaint and where appropriate offering you redress or remedial action, or (ii) offering you redress or remedial action but without accepting your complaint or (iii) rejecting your complaint giving details for doing so.
vii. If you are dissatisfied with how your complaint has been addressed, you can refer complaints in relation to the services we provide to the Financial Ombudsman Service at: Exchange Tower, Harbour Exchange, London, E14 9SR, or by calling them on 0800 023 4567. More information on the Financial Ombudsman Services can be found at https://www.financial-ombudsman.org.uk/.
viii. Your statutory and regulatory rights remain unaffected.
Your capital is at risk and interest payments are not guaranteed. Investment in any Wellesley products are not covered by the Financial Services Compensation Scheme (FSCS).
Wellesley is the singular name for the following collective of companies, Wellesley Group Limited (09811856), Wellesley & Co Limited (07981279) and Wellesley Finance Limited (08331511). Wellesley Secured Finance Plc was established as a special purpose vehicle for the sole purpose of issuing asset backed securities and is not part of Wellesley Group.
Resolution Compliance Limited (FRN 574048). and Wellesley & Co Limited (FRN 631197) are authorised and regulated by the Financial Conduct Authority (FCA). Wellesley Secured Finance Plc and Wellesley Finance Limited are not authorised or regulated by the FCA.
Wellesley & Co Limited and Wellesley Finance Limited are registered in England and Wales and their registered office and trading address is at St Albans House, 57/59 Haymarket, London SW1Y 4QX. The registered address for Wellesley Secured Finance Plc is at 1 Bartholomew Lane, London, EC2N 2AX.
Resolution Compliance Limited (No. 07895493) is a limited company registered in England & Wales with registered office at 2nd Floor, 4 St Paul’s Churchyard, London, EC4M 8AY, United Kingdom.
Require further information?
Please review our FAQs or contact the customer support service provided by Resolution Compliance Limited on [email protected]