Complaints Procedure

1. Our Client Commitment

At Spentwell (Forbes Wealth Limited), we strive at all times to deliver the highest standard of Chartered financial advice and personal care. However, if you are dissatisfied with any aspect of our service, we take your concerns very seriously and have established a rigorous internal complaints process to resolve issues fairly, promptly, and impartially.

2. How to Make a Complaint

You can register a complaint by post, telephone, or email to our Edinburgh office:

3. What Happens Next?

• Written Acknowledgment: We will acknowledge receipt of your complaint in writing within 5 business days, confirming who is investigating the matter.
• Thorough Investigation: A full, objective investigation will be conducted by our compliance leadership, reviewing all relevant notes, recordings, and platform transactions.
• Final Response: We aim to issue a comprehensive Final Response Letter within 8 weeks of receiving your initial complaint. If an outcome cannot be finalized within 8 weeks due to complex third-party inquiries, we will write to explain the delay and advise you of your rights.

4. Referral to the Financial Ombudsman Service (FOS)

If you remain dissatisfied with our Final Response, or if 8 weeks have elapsed without a resolution, you may be eligible to refer your complaint to the Financial Ombudsman Service. The Ombudsman provides a free, independent dispute resolution service for retail financial consumers.

Note: Referrals to the Financial Ombudsman Service must usually be made within six months of receiving our Final Response letter.