Our Complaints Procedure

We’re committed to providing a high-quality service. If you’re unhappy with any aspect of our service, please let us know so we can put things right and improve.

How to complain

• Email: info@walthamcapital.co.uk
• Phone: 020 7193 4464
• Post: Complaints, Waltham Capital Ltd, 14 New Street, London, EC2M 4TR

To help us investigate quickly, please include your name, contact details, any reference numbers, what went wrong, when it happened, and how you’d like us to put things right.

What happens next

1. Acknowledgement / quick resolution (within 3 business days): If we can resolve your complaint within three business days following the day we receive it, we’ll send you a Summary Resolution Communication confirming the resolution and your right to refer the matter to the Financial Ombudsman Service (FOS) if you remain dissatisfied.
2. Investigation: If we can’t resolve it quickly, we’ll send you a prompt acknowledgement and keep you updated while we investigate.
3. Final response (within 8 weeks): We’ll send a written final response within eight weeks of receiving your complaint, setting out our findings and whether we uphold your complaint, together with details of any redress.

If you’re still unhappy

If you’re not satisfied with our final response, or if eight weeks have passed since we received your complaint, you may be able to refer your complaint to the Financial Ombudsman Service. You must usually do this within six months of our final response.

Financial Ombudsman Service
Exchange Tower, London, E14 9SR
Tel: 0800 023 4567 or 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk
Web: financial-ombudsman.org.uk

Eligibility: The Ombudsman can consider complaints from eligible complainants (for example, consumers, small businesses and certain charities and trusts). If you’re unsure whether you’re eligible, please check the FOS website.

Accessibility & support

If you need extra help, or would like to use an alternative format or channel, please tell us. We can accept complaints from a representative if you authorise them to act on your behalf.

Data protection

We’ll use the information you provide to investigate and respond to your complaint and may share relevant details internally and with third parties where necessary to investigate and resolve your concerns. For more on how we handle personal data, please see our Privacy Policy.