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. If you feel dissatisfied with any aspect of our service, then please feel free to voice the issue with any member of our Customer Service team.

Customers can make a complaint by calling on 0800 888 6001, by e-mail complaints@wellesley.co.uk or alternatively you can write to our head office at the address below:

Complaints
Wellesley & Co
St Albans House
57/59 Haymarket
London
SW1Y 4QX

Acknowledgement

Acknowledgement of the complaint will be sent as soon as possible following receipt. We will endeavour to fully respond to a complaint as soon as possible. Typically, our usual response rate is within 5 working days.

Investigation

The Wellesley Compliance team will manage the complaint process, investigate and gather all necessary information.

Interim response

The complaints handler may send an interim response to customer if the investigation is taking longer than 5 working days and all complaints should be resolved within one month.

Final response

The Wellesley team will send a final response to the customer following the completion of the investigation into the complaint, this will be within 8 weeks from the initial receipt of the complaint.


Please note that Wellesley & Co is Authorised and Regulated by the Financial Conduct Authority under Interim Permissions and therefore, you have access to the
Financial Ombudsman Service.