Complaint and Dispute Resolution Policy

Complaint and Dispute Resolution Policy

At Astute Wealth, we are committed to providing the highest level of service to our clients. However, we understand that concerns or disputes may arise from time to time. This (Complaint and Dispute Resolution Policy) outlines the process for addressing complaints and resolving disputes in a fair, transparent, and timely manner.

1. Purpose

The purpose of this policy is to:

  • Provide a clear and accessible process for clients to submit complaints.
  • Ensure that all complaints are handled promptly and fairly.
  • Offer a framework for resolving disputes in a way that protects the interests of both the client and Astute Wealth.

2. Scope

This policy applies to all clients of Astute Wealth and covers any complaints or disputes related to the services we provide, including investment advice, account management, execution of trades, or any other service offered by the company.

3. Submitting a Complaint

Clients are encouraged to report any concerns or dissatisfaction with our services by following the process outlined below:

  • Step 1: Initial Complaint Submission
    • Clients can submit their complaint via email, phone, or in writing to our Client Support Team.
    • Contact Details:
  • Step 2: Details Required for Complaint
    • The client must provide the following information:
      • Full name and contact details
      • Account number or relevant transaction details
      • A detailed description of the issue or complaint
      • Any supporting documentation (e.g., email communications, transaction records)
  • Step 3: Acknowledgment
    • Upon receiving a complaint, Astute Wealth will acknowledge receipt within [X] business days. The acknowledgment will include a reference number for tracking the complaint and an estimated timeline for resolving the issue.

4. Investigation and Resolution

Once a complaint is received, the following steps will be taken:

  • Step 1: Internal Review
    • Our Compliance and Client Support teams will conduct a thorough investigation into the matter. This may involve reviewing account activity, transaction records, and any relevant communications with the client.
  • Step 2: Communication with Client
    • If additional information is needed, we will reach out to the client for clarification. Regular updates will be provided to ensure the client is informed throughout the investigation process.
  • Step 3: Resolution
    • Astute Wealth will aim to resolve the complaint within [X] business days of receiving it. If the complaint requires more time due to its complexity, we will notify the client of any delays and provide a revised timeline.
    • Once a resolution is reached, we will communicate the outcome in writing, including details of any corrective actions or compensation (if applicable).

5. Escalation

If a client is not satisfied with the resolution provided, they may escalate the complaint to senior management for further review:

  • Step 1: Escalation to Senior Management
    • The client can request a review by our management team by contacting us via the same communication channels listed above.
  • Step 2: Final Review
    • Senior management will re-examine the complaint and the previous resolution efforts. A final decision will be communicated within [X] business days of escalation.

6. External Dispute Resolution

If a complaint cannot be resolved internally to the client’s satisfaction, Astute Wealth offers access to an independent external dispute resolution (EDR) body. We are a member of [Insert Relevant Financial Ombudsman or Dispute Resolution Body], which can assist in mediating and resolving disputes.

  • Step 1: Contacting the External Body
    • The client can refer the complaint to the EDR body by submitting their case, including all relevant details and documentation.
  • Step 2: Independent Mediation
    • The EDR body will independently review the complaint and may offer mediation between the client and Astute Wealth.
  • Step 3: Final Outcome
    • The decision of the EDR body will be binding on Astute Wealth, and we will comply with any directives issued as part of the mediation or resolution process.

7. Record Keeping

Astute Wealth will maintain comprehensive records of all complaints and their resolutions. These records will be retained for at least [insert required retention period] years. The records include:

  • The client’s details
  • The nature of the complaint
  • Actions taken to resolve the issue
  • The final outcome of the dispute

These records are maintained in compliance with applicable regulatory requirements and are available for review by clients upon request.

8. Training and Awareness

All Astute Wealth employees involved in client service and compliance are trained to handle complaints in accordance with this policy. Continuous training ensures that our team is prepared to manage complaints professionally and efficiently.

9. Policy Review and Update

This Complaint and Dispute Resolution policy is subject to periodic review to ensure it remains up-to-date with industry best practices and regulatory changes. Any significant amendments will be communicated to clients via email or posted on our website.

10. Contact Information

For more information about this policy or to submit a complaint, please contact us: [email protected]