Rheo Ltd (Rheo) believes that communication with our clients is important. We value client feedback and it helps us improve the quality of our service. It is therefore important for us to know if you have a problem so we can work to resolve it.
If for any reason you are not satisfied with any aspect of the service we provide, please contact your financial planner in the first instance. We treat any expression of dissatisfaction (letter, telephone, or in person).
Alternatively you may raise a complaint by writing to:
Head of Complaints
max@rheoltd.co.uk
Rheo will treat any expression of dissatisfaction (whether verbal or in writing) as a complaint. Once we have received your complaint, we will try and resolve it immediately, but we may need to carry out an internal investigation.
We will send you an acknowledgement within five working days to confirm we are dealing with your complaint.
Investigation will be conducted with impartiality and we will advise you of the expected timeframe to resolve your complaint. During the investigation process, we will keep you informed of the progress.
When complaining, please provide us with a clear outline of your complaint, your contact details, and what you would like us to do to rectify the situation.
When we have finished our investigation in respect of your complaint, we will write to you with the outcome.
In this letter, we will specify any proposed action or action we have already taken to resolve the situation.
We will aim to send this final response to you as soon as possible, which is normally within eight weeks of your complaint. If this timeframe cannot be met, we will write to you with an update and provide you with a timeframe for finalising our investigation.
We will of course aim to resolve any concerns you have raised with us. However, if you are still not satisfied with our final response or the way your complaint has been handled, you can refer your complaint to the Financial Ombudsman Service (FOS) at the following address:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: +44 (0) 20 7964 1000 / 0800 023 4567 (within the UK only)
Email: complaint.info@financialombudsman.org.uk
Website: financial-ombudsman.org.uk
If we have been unable to conclude the matter within the expected timelines stated in your acknowledgement letter, then we shall advise that you are entitled to take the matter to the FOS.
If you are advised that the matter has been concluded by us, but you are not satisfied with our final response, you can contact the FOS, subject to you doing so within six months of the date of our final response.