Our aim is to provide you with excellent service at all times. However, we do understand things can sometimes go wrong. If this happens, we will do our best to resolve your concerns as quickly as possible.
If you have an issue with any aspect of our service, please raise this with our Client Servicing Team.
Alternatively, you can raise your concerns with us, either in writing or by telephone.
Embark Investment Services Ltd
The Old Chapel
47 Long Street
Telephone: 0330 024 2345
1. Acknowledgement. We will acknowledge your complaint in writing, by letter or email, summarising our understanding of your concerns, within 5 working days. There may be times where it is easier for us to call you to make sure we fully understand all of the issues you are raising. Again, we will do this within 5 working days.
2. Investigation. Your complaint will be looked after by a member of our Compliance team, who will ensure that an independent and impartial investigation is carried out.
3. Response. Once we have completed our investigation into your complaint we will issue a final response letter to you. This letter will be sent out within 8 weeks of receiving your complaint and will detail our findings and advise of any further action we may choose to take. This is the final stage of our complaints process. If, for any reason we are unable to issue our final response within 8 weeks of receiving your complaint, we will write to you and explain why. We will also let you know when you can expect our final response.
At this point we will provide you with details of the appropriate Ombudsman service and explain how you can refer your complaint to them if you wish.
If you are dissatisfied with our response after eight weeks and your complaint relates to the administration or management of your pension scheme you can contact:
The Pension Ombudsman
11 Belgrave Road
Tel: 0207 630 2200
If you are dissatisfied with our response after eight weeks and your complaint relates to the service provided to you as a client, you can contact:
The Financial Ombudsman Service
Tel: 0800 023 4567
If you wish to refer your complaint to the Financial Ombudsman Service, you must do so within 6 months of the date of our final response.