Treating Customers Fairly
JLT Wealth Management's policy on Treating Customers Fairly
is balancing the customer's needs with the firm's needs, being
absolutely clear about what the firm and its services offer, and
being transparent about fees and levels of service.
Specifically this requires that:
- Our customers should clearly understand the nature of the
services we provide, including our terms, conditions and
- Customers must clearly understand the risks inherent in the
markets and securities in which they invest through us.
- We must communicate in an open, transparent and easily
understandable manner and have a clear understanding of Customers
investment objectives, investment experience, attitude to risk,
financial standing and resources.
- We must be clear about the suitability of our recommendations
to our customers.
- We will not promise to provide services we are not able or
equipped to deliver.
- Training and Competence programs must embed the concept of
"Treating Customers Fairly" within our corporate culture.
- Our complaint procedures must be clear, unambiguous and
- We must be able to measure the effectiveness of our policies of
treating customers fairly.
You expect first class service from us and that is what we aim
to provide. However, sometimes you may not be happy with a
financial product or service. This may be our fault or may simply
be because of the nature of the product or service. If there is a
problem or if you are not happy about the service you have received
please tell us and we will try to put things right. If you don't
understand something or you think that there is a problem, ask us
for an explanation. We need to know and understand what the problem
is. If we do we can often resolve matters quickly and easily. But
if you are not happy with the answers we give you, you may need to
make a formal complaint.
What is a Complaint?
We deem a complaint to be any expression of dissatisfaction from
or on behalf of a customer, whether oral or written and whether
justified or not. Please note that we may handle disputes about
regulated business in a different way to non regulated
What do we do if we receive a complaint?
All complaints will be referred to the Compliance Officer,
JLT Wealth Management Limited, Templars House, Templars Way,
Chandlers Ford, Southampton, SO53 3XA even if the problem has
already been sorted out. A dispute may be about a regulated product
or service or a non-regulated activity. In either case we undertake
to resolve the matter in a timely manner and will keep you informed
A complaint about a regulated investment activity is defined
- the issue is raised by or on behalf of an eligible complainant
(i.e. a private customer)
- the dispute relates to regulated activity
- the dispute involves an allegation that you have suffered, or
may suffer, financial loss, material distress or material
- the dispute has not been resolved by close of business on the
day following receipt.
If a dispute does not fall within the above definition then it
will be treated as a dispute about a non-regulated activity.
Acknowledging the dispute
We will normally acknowledge your complaint in writing
within 5 working days. Our letter will set out our understanding of
the dispute and invite you to let us know if our understanding of
the nature of your complaint is incorrect.
The acknowledgement letter will outline the result of the
investigation if it has been completed by then. If it has not been
completed, we will:-
- investigate the issue and respond within 4 weeks;
- highlight that if the investigation is not completed within 4
weeks following the initial receipt of the complaint, you will be
informed of the reasons for the delay and will be given an
indication of the expected timescale to provide a final response ;
- point out that on completion of the investigation you will be
informed of the outcome and the options available to you.
If the complaint is against another authorised firm we will
forward the complaint on to that firm promptly and advise you of
the fact giving you details of how to contact the firm. We will
write to you giving you our final decision and advising you that if
you are dissatisfied with the outcome that you may refer the matter
to the Financial Ombudsman Service within six months of the letter.
The letter will include the name, address and telephone number of
the Ombudsman and a leaflet about the Ombudsman's
If the complaint is against another firm and us we will investigate
the part against us and will forward details of your complaint to
the other firm. We will send you the contact details of the other
firm. If the complaint is against a firm that was but is no longer
authorised we will refer the matter to the Financial Services
Compensation Scheme and provide you with the contact details.
On completion of the investigation we will write to you advising
you of the outcome of the investigation, the nature and terms of
any settlement, and that if you are dissatisfied with the outcome
that you may refer the matter to the Financial Ombudsman Service
within six months of the letter. The letter will include the name,
address and telephone number of the Financial Ombudsman Service and
a leaflet about the Ombudsman's arrangements.
If our investigation is not concluded within 4 weeks, we will write
to you informing you that the investigation is continuing, the
reasons for the delay and when we expect to be able to contact you
If our investigation is not concluded within 8 weeks, we will write
to you informing you of the reasons for further delay and that if
you are not satisfied with progress you may refer the complaint to
the Financial Ombudsman Service. The letter will include the name,
address and telephone number of the Ombudsman and a leaflet about
the Ombudsman's arrangements.