Complaints

H W Wood Limited strives to do everything to ensure our clients receive the best possible service.

If you are not satisfied with the level of service provided, we will endeavour to resolve this as quickly as possible.
If you consider that you have cause to complain, the following information will advise you:

  • How to make a complaint
  • The procedures we follow to ensure your complaint is dealt with promptly, fairly and effectively
  • What options are open to you if you are not satisfied with our response


How to make a Complaint

If you wish to complain, you may speak to your regular contact or by contacting us at:

H W Wood Limited
Compliance
The Baltic Exchange
38 St. Mary Axe
London
EC3A 8BH
United Kingdom

Email: compliance@hwint.com
Telephone: +44 (0)20 7398 9000

 

Our Complaints Handling Procedure

We aim to resolve your concerns on the spot or, if this is not possible, within three business days of receipt. If you are satisfied with our response, we will send you a confirmation.

If we can’t resolve your complaint straightaway, within five business days of receiving it, we will send you an acknowledgment and, where possible, fully resolve your complaint.

If your complaint concerns the provision of (or failure to provide) a service by another firm authorised by the Financial Conduct Authority (FCA), such as an insurer, we will promptly refer your complaint in writing to the firm. In these circumstances, we will provide you with the full contact details of the firm and, if the other firm is solely responsible, this will be our final response.

We will keep you regularly informed of our progress and the steps being taken to resolve your complaint. When we have investigated your complaint, we will send you a written response.

If our response is not issued within four weeks of the date we received your complaint, we will issue a letter to you explaining why we have been unable to resolve your complaint and indicate when we expect to be able to resolve it. You are welcome to contact us at any time to check the status of our investigation.

If after eight weeks, we have been unable to conclude your complaint, we will send you:
1) a resolution; or
2) a response which:
– explains that we are still not in a position to make a response;
– provides reasons for the further delays and tells you when we are likely to provide a response; and if appropriate
– provides details of referral rights to the Financial Ombudsman Service if you are dissatisfied with the delay.

If you are unhappy with our resolution to your complaint, you may be eligible to refer your complaint to Lloyd’s of London and/or the Financial Ombudsman Service.

 

Lloyd’s of London Policyholders

You may refer your complaint to the complaints team at Lloyd’s.
You can contact the Lloyd’s complaints team at:

Complaints Team
Lloyd’s
Fidentia House
Walter Burke Way
Chatham Maritime
Kent  ME4 4RN

Telephone: +44 (0)20 7327 5693
Fax: +44 (0)20 7327 5225
Email: complaints@lloyds.com
Website: www.lloyds.com/complaints

Details of the Lloyd’s complaints procedure are set out in the leaflet “Your Complaint – How We Can Help” available at the above web address. Submitting your complaint to the Lloyd’s complaints team will not affect your right to use the Financial Ombudsman Service (FOS) as outlined below, if eligible, should you not be satisfied with Lloyd’s response.

 

Financial Ombudsman Service (FOS)

You are eligible to refer a complaint to the Ombudsman if:
you are a private policyholder or natural person acting for purposes which are outside his trade, business, craft or profession; or
a micro enterprise that employs fewer than 10 persons and has a turnover or annual balance sheet that does not exceed €2 million; or
a charity which has an annual income of less than £1 million at the time of the complainant refers the complaint; or
a trustee of a trust which has a net asset value of less than £1 million at the time of the complainant refers the complaint.

We will advise you of the time limits for making a referral to the Ombudsman and supply a copy of the FOS explanatory booklet with our final response.

You can contact the FOS at:

The Financial Ombudsman Service (FOS), Exchange Tower,
London
E14 9SR

Tel: 0800 0234 567
Email: complaint.info@financial-ombudsman.org.uk
Financial Ombudsman Service website: www.financial-ombudsman.org.uk/

 

Online Dispute Resolution

The European Commission has established an Online Dispute Resolution Platform (ODR Platform).

It is specifically designed to help customers resident in the European Union (EU) or in Norway, Iceland or Lichtenstein who have a complaint about goods or services bought online from traders established in the EU.

If you have a complaint about a product or service purchased online from us, you may submit your complaint in any of the official language of the EU by following the link: http://ec.europa.eu/odr.

 


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