Complaints

A. Our Commitment to You

Your experience of the services we provide is extremely important to us. Inevitably, there may be occasions when we fall short of the standards you expect. In such circumstances, we are committed to dealing with your concerns fairly and effectively. Our aim is to reach a mutually satisfactory conclusion as quickly as possible.

To support this, we have established procedures to investigate any complaint you may have, with the intention of resolving matters promptly while keeping you fully informed throughout.

B. Who We Are

Universum Wealth Limited is committed to maintaining effective and transparent procedures for the reasonable and prompt handling of complaints in relation to the services we provide, in accordance with applicable regulatory requirements.

C. How to Make a Complaint

If you wish to make a complaint, please contact us in the first instance, providing as much detail as possible regarding your concern.

Email: clientservices-uk@universumwealth.co.uk 

Alternatively, you can write to us at:
Universum Wealth Limited
113A Jermyn Street, London, SW1Y 6HJ

If you would prefer to speak to us directly, please contact us on:

+27 21 140 3196

D. What Happens Next

Your complaint will be logged and assigned to a member of our team.

We will ensure that the person handling your complaint is suitably experienced and, where possible, was not directly involved in the matter. They will have the authority to resolve your complaint or access to someone who does.

E. Steps Towards Resolving Your Complaint

  • Step 1: We will acknowledge your complaint within 3 business days and confirm your main point of contact.
  • Step 2: We will conduct a thorough investigation and prepare a summary of our findings.
  • Step 3: You will be given the opportunity to provide comments if you believe anything relevant has been overlooked.
  • Step 4: We will issue a final response outlining our conclusions and next steps, including escalation options if required.

F. Timings

We aim to resolve complaints and issue a final response within eight weeks of receipt.

If we are unable to meet this timeframe, we will inform you of the reasons for the delay and provide an expected date for our response.

G. If You Are Not Satisfied

If you remain dissatisfied with our response, you may be eligible to refer your complaint to the Financial Ombudsman Service (FOS).

This service is free of charge, subject to the following conditions:

  • You must refer your complaint within six months of our final response.
  • The FOS typically considers complaints from private individuals, micro-enterprises, and certain charities/trusts.
  • The complaint must relate to a regulated product or service.

H. Complaint Records

We are required to maintain records of all complaints received and actions taken. These records are retained for a minimum of three years.

I. Financial Ombudsman Service Contact Details

Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9SR

Website: www.financial-ombudsman.org.uk

Telephone: +44 800 023 4567