We aim to provide you with a consistently high level of service. However, we realise that at times you may feel that the level of service provided has failed to meet these high standards. To deal with these occasions we have put in place the following procedures which will enable you to make us aware of your grievance and to help us to resolve it quickly and effectively.

Our complaint procedures operate in accordance with the requirements set down by the Financial Conduct Authority dispute resolution processes. 

How to complain

If you are dissatisfied with our services and wish to complain you can do so by writing, telephone or email to the details below:

The Compliance Officer
Hymans Robertson Investment Services LLP
One London Wall
EC2Y 5EA
T: 020 7082 6000
E: [email protected]

What we will do

When we receive your complaint a member of staff will be given the responsibility for dealing with it. This person will usually be a senior member of staff and will normally have the authority to deal with all aspects of the complaint.

We will determine if your complaint is regulated by the Financial Ombudsman Service (FOS) or not and respond accordingly.

FOS complaints

If your complaint is a FOS complaint, we will endeavor to resolve your complaint within three business days. If we are unable to resolve the complaint during that time, we will acknowledge receipt of your complaint and respond within eight weeks. If you contacted us by telephone our acknowledgement will detail our understanding of your complaint. We will inform you of the name, job title and contact details for the person dealing with your complaint. 

We will also provide you with contact details for the Financial Ombudsman Service.

Once we have completed our investigation we will contact you with details of the outcome.

We will inform you of your right to contact the

Financial Ombudsman Service if you are unhappy with the outcome of the investigation.

You will have six months from the date of our closing letter to refer the matter to the Financial Ombudsman.

What can you do to help?

It will help us to resolve the matter quickly if you provide full details of your complaint and supply us with any supporting information you may have.

We may need to contact you to discuss your complaint. This will help us to complete our investigation.

Address of the Financial Ombudsman Service

Financial Ombudsman Service
Exchange Tower
Harbour Exchange
London
E14 9SR
T: 0800 023 4567

Hymans Robertson Investment Services LLP
One London Wall
London
EC2Y 5EA
T: 020 7082 6000
F: 020 7082 6082

Hymans Robertson Investment Services LLP is a limited liability partnership registered in England and Wales with registered number OC431334. Hymans Robertson Investment Services LLP is authorised and regulated by the Financial Conduct Authority. You can find it on the FCA register at https://register.fca.org.uk/s/ under firm reference number 927111.