Who we are
ivaexpert.com is a site operated by Wilmott Turner Financial Services Ltd (“We”, “Us”, “Our”). We are registered in England and Wales under company number 6925024 and have our registered office at 74 Willowbrook Road, Southall, Middlesex. UB2 4RH. Our main trading address is 116 Springfield Road, Windsor, Berkshire. SL4 3PS.
We are regulated by the Financial Conduct Authority (FRN 667740).
To contact us, please email firstname.lastname@example.org or telephone our customer service line on 0800 088 7376
How to make a complaint
Complaints may be made in person, by telephone, by e-mail, or by letter. Our postal address is Wilmott Turner Financial Services Ltd, 116, Springfield Road, Windsor, Berkshire. SL4 3PS.
What we do when we receive a Complaint
On receipt of a complaint the details are passed to our Complaints Officer for acknowledgement, further investigation and resolution. The complaint is entered onto our complaints register and copies of any documents kept in a complaints file.
Complaints Resolved within 3 Business Days of Receipt
On receipt of a complaint if we believe the complaint has been resolved to the Complainant’s satisfaction within 3 business days we will send the Complainant a ‘Summary Resolution Communication’.
Complaints which take longer than 3 Business Days to Resolve
On receipt of a complaint if we believe that it cannot be resolved within 3 business days we will acknowledge it by within 5 business days of receiving the original complaint.
If we receive an oral complaint the matter complained of will be referred to in our letter of acknowledgement together with details of our understanding of the complaint for the complainant to confirm the accuracy of this.
Within 4 Weeks of receiving the initial Complaint
A copy of our complaints policy and details of the Financial Ombudsman Service will also be sent with this initial letter. This letter may contain our Final Response where appropriate.
The Complaints Officer will review the details surrounding the matter complained about and will examine the file and any other relevant information.
The Complaints Officer will endeavour to complete his or her investigation as quickly as possible. In any event within 4 weeks of receiving the initial complaint the Complaints Officer will contact the complainant either in writing with either a Final Response (see section 6) or an explanation of why further investigation is necessary.
Within 8 Weeks of receiving the initial Complaint
Within eight weeks of receiving the initial complaint the Complaints Officer will contact the complainant again by letter. This will be in the form of either a Final Response (see section 5.2.4) or in exceptional circumstances where extensive further investigations are necessary a full explanation:
1) Setting out why the matter is still unresolved.
2) Giving a full summary of our investigation to date and explaining why we have not been able to conclude the matter.
3) Indicating when we expect to be able to give you a final response.
4) Explaining that you may refer the handling of the complaint to the Financial Ombudsman if you are unhappy with the delay.
Once the investigation is completed then our Complaints Officer will send you a Final Response by letter with their appraisal of the matter and outlining our offer to settle the matter if appropriate.
The letter will detail whether we
1) Have accepted the complaint – and where appropriate are offering compensation or
2) are offering compensation without accepting the complaint
3) reject the complaint
If having written to you with a Final Response letter you do not respond within 8 weeks we will treat the matter as closed.
What if you are not satisfied?
If you are not satisfied after receiving the Final Response from us then you have the right to make a complaint to the Financial Ombudsman Service. You must do this within 6 months of the date of the Final Response letter.
Wilmott Turner will co-operate fully with the Ombudsman in resolving any complaints made against it and agrees to be bound by any awards made by the Ombudsman. Wilmott Turner undertakes to pay promptly any fees levied by the Ombudsman.
You can contact the Financial Ombudsman in the following ways:
Post: Financial Ombudsman Service, Exchange Tower, London. E14 9SR
Tel: 0800 023 4 567 or 0300 123 9 123
Further information about our complaints policy can be found here: Wilmott Turner Complaints Policy