Common use of Complaints and Compensation Clause in Contracts

Complaints and Compensation. 20.1 If you are not satisfied with any element of the services provided by us, you should write to us at the address in paragraph 13.1, and it will be dealt with according to our complaints procedure. A copy of our complaints procedure is available on request. 20.2 If you are not satisfied with our reply to your complaint you can refer your complaint to either The Financial Ombudsman Service (FOS) or the Pensions Ombudsman. Complaining to either of these organisations will not affect your right to take legal proceedings. 20.3 Where your unresolved complaint concerns the administration of your SIPP you should in the first instance direct your complaint to The Pensions Ombudsman, who are an independent organisation who will adjudicate between you and us on your complaint of maladministration. They can be contacted at: The Pensions Ombudsman 00 Xxxxxxxx Xxxx London SW1V 1RB Tel: 0000 000 0000 Email: xxxxxxxxx@xxxxxxxx-xxxxxxxxx.xxx.xx Web address: xxx.xxxxxxxx-xxxxxxxxx.xxx.xx 20.4 Where your unresolved complaint concerns the marketing or the Terms and Conditions of our SIPP you should in the first instance direct your complaint to the FOS, who provide consumers with a free independent service for resolving disputes with financial firms. They can be contacted at: The Financial Ombudsman Service Exchange Tower London E14 9SR Tel: 0000 000 0000 Email: xxxxxxxxx.xxxx@xxxxxxxxx-xxxxxxxxx.xxx.xx Web address: xxx.xxxxxxxxx-xxxxxxxx.xxx.xx 20.5 We are covered by the Financial Services Compensation Scheme (FSCS). This means that if we become insolvent you may be able to claim compensation. Further details are available on request from the FSCS at: The Financial Services Compensation Scheme 10th Floor Beaufort House 00 Xx Xxxxxxx Xxxxxx Xxxxxx EC3A 7QU Tel: 0000 000 0000 Email: xxxxxxxxx@xxxx.xxx.xx Web address: xxx.xxxx.xxx.xx 20.6 For free help and advice regarding your pension, you can also

Complaints and Compensation. 20.1 11.1 We hope that the service we provide meets with your expectations at all times. However, if you are dissatisfied with our provision of our Services under these Terms we are keen to hear from you in order that we may improve our service. 11.2 You may raise any issue The LongGreat Barn Chalford Park Barns Xxxxxx Xxxx Xxxxxxxx Xxxxxx Xxxxxxxxxxx XX0 0XX 11.3 You may also telephone us on 00000 000 000 or email xxxx@xxxxxxxxxxxxxx.xx.xx. Details of our complaints processes, including information on our complaints management policy, are available on request and from xxx.xxxxxxxxxxxxxx.xx.xx. xxx.xxxxxxxxxxxxxx.xx.xx. If you are not satisfied dissatisfied with a recommendation we have made or any element aspect of the services provided by usour services, you should write are entitled to us at the address in paragraph 13.1, and it will be dealt with according to our complaints proceduremake a complaint. A copy of our We have a complaints procedure that is available on request. 20.2 . If youwish to register a complaint, please contact us: In writing : The Compliance Officer, Wise Investments Ltd., theNewGreat Barn, Chalford Park Barns, Xxxxxx Xxxx,Xxxxxxxx Xxxxxx XX0 0XX. By phone: 00000 000000. By e-mail: xxxx@xxxxxxxxxxxxxx.xx.xx . Please be assured we treat complaints seriously. For your further protection if you are not satisfied with our reply final response to your complaint with us, you can may beentitled to refer your complaint it to either either: ▪ ▪ The Financial Pension Ombudsman Service (FOS) or TPO)). Full details of the FOS can be found on its website xxxxx.xxxxxxxxx-xxxxxxxxx.xxx.xx. The Pensions Ombudsman. Complaining Ombudsman TPO is an independent organisation set up by statute1 to either of these organisations will not affect your right to take legal proceedings. 20.3 Where your unresolved complaint concerns investigate complaints about the administration of your SIPP you should in the first instance direct pension schemes and can helpif your complaint to is about a pension scheme, occupational or personal pensions. The Pensions Ombudsman, who are an independent organisation who will adjudicate between you and us on your complaint of maladministration. They TPO can be contacted at: The Pensions Ombudsman 00 Xxxxxxxx Xxxx London SW1V 1RB Tel: 0000 000 0000 Email: xxxxxxxxx@xxxxxxxx-xxxxxxxxx.xxx.xx Web address: xxx.xxxxxxxx-xxxxxxxxx.xxx.xx 20.4 Where your unresolved complaint concerns Xxxxxx XX0X 0XX 0800 917 4487 Full details of the marketing or the Terms TPO can be found on its website xxxxx.xxxxxxxx-xxxxxxxxx.xxx.xx. The Financial Ombudsman The FOS is an independent organisation set up by statute toresolve individual complaints between financial businesses and Conditions of our SIPP you should in the first instance direct your complaint to the FOStheir customers regardingfinancial advice, who provide consumers with a free independent service for resolving disputes with financial firms. They including mortgages, savings and investments as well as pensions.The FOS can be contacted at: The Exchange Financial Ombudsman Service Exchange Tower London E14 9SR Tel: 0000 000 0000 Email: xxxxxxxxx.xxxx@xxxxxxxxx-xxxxxxxxx.xxx.xx Web address: xxx.xxxxxxxxx-xxxxxxxx.xxx.xx 20.5 We are covered by Xxxxxxxxx Xxxxxxx Xxxxx Xxxxxx X00 0XX 0800 023 4567 Full details of the Financial Services Compensation Scheme (FSCS). This means that if we become insolvent you may FOS can be able to claim compensation. Further details are available found on request from the FSCS at: The Financial Services Compensation Scheme 10th Floor Beaufort House 00 Xx Xxxxxxx Xxxxxx Xxxxxx EC3A 7QU Tel: 0000 000 0000 Email: xxxxxxxxx@xxxx.xxx.xx Web address: xxx.xxxx.xxx.xx 20.6 For free help and advice regarding your pension, you can alsoits website xxxxx.xxxxxxxxx-xxxxxxxxx.xxx.xx.

Complaints and Compensation. 20.1 30.1 We take complaints very seriously and have established procedures in accordance with the FCA Rules for complaints handling to ensure that complaints are dealt with fairly, promptly and in accordance with those FCA Rules. 30.2 Our written complaints policy, which is prepared in accordance with the FCA Rules, is available to you on our website at the following URL: xxxxx://xxx.xx.xx.xx/legal-documents. 30.3 If you are not satisfied with would like to make a complaint about any element of our Services, or if a dispute arises in connection to the services provided by usServices provided, you should write immediately contact your dedicated account manager in the first instance. 30.4 If you wish to make a further formal complaint, this should be made in writing to us at our stated address, marked for the address attention of the Compliance Officer. You should provide all the relevant details related to your query or complaint. The other ways in paragraph 13.1, and it will be dealt with according to which you can make a complaint are set out in our complaints procedure. A copy of our complaints procedure is available on requestpolicy. 20.2 If 30.5 Where you are an eligible complainant: • if we do not satisfied provide you with our reply a final response within eight weeks from the date we receive your complaint; or • if you do not agree with the response we provide to your complaint complaint, or you can are dissatisfied with the outcome of the response; you have the right to refer your complaint to either the Financial Ombudsman Service, which is an independent dispute resolution service. 30.6 The Financial Ombudsman Service (FOS) or the Pensions Ombudsman. Complaining to either of these organisations will not affect your right to take legal proceedings. 20.3 Where your unresolved complaint concerns the administration of your SIPP you should in the first instance direct your complaint to The Pensions Ombudsman, who are an independent organisation who will adjudicate between you and us on your complaint of maladministration. They can be contacted at: The Pensions Ombudsman 00 Xxxxxxxx Xxxx London SW1V 1RB Tel: 0000 000 0000 Email: xxxxxxxxx@xxxxxxxx-xxxxxxxxx.xxx.xx Web address: xxx.xxxxxxxx-xxxxxxxxx.xxx.xx 20.4 Where your unresolved complaint concerns the marketing or the Terms and Conditions of our SIPP you should in the first instance direct your complaint to the FOS, who provide consumers with a free independent service for resolving disputes with financial firms. They can be contacted at: The Financial Ombudsman Service Exchange Tower London E14 9SR TelService, Xxxxxxxx Xxxxx, Xxxxxx, X00 0XX, or xxxxxxxxx.xxxx@xxxxxxxxx-xxxxxxxxx.xxx.xx. More information is available on their website: 0000 000 0000 Email: xxxxxxxxx.xxxx@xxxxxxxxx-xxxxxxxxx.xxx.xx Web address: xxx.xxxxxxxxx-xxxxxxxx.xxx.xxxxxx://xxx.xxxxxxxxx-xxxxxxxxx.xxx.xx/default.htm. 20.5 30.7 We are covered by the Financial Services Compensation Scheme ("FSCS"). This means that The FSCS provides compensation in certain circumstances for customers of authorised financial services firms if they are in default. The scheme may provide compensation to eligible claimants should we become insolvent be unable to meet our obligations. 30.8 Compensation limits are per person, per firm and per claim category and can be found on the FSCS website at xxxx://xxx.xxxx.xxx.xx/, along with additional information on this. For investments, the FSCS can cover 100% of eligible investments up to a limit of £85,000. 30.9 An explanation of the compensation arrangements available to you may under the FSCS, information concerning the conditions governing compensation and the formalities which must be able met to claim obtain compensation. Further details are , if any, is available on request. 30.10 We may, acting reasonably and where this course of action is necessary as a direct consequence of your complaint, temporarily suspend trading in your account while an investigation is being conducted and until your query or complaint has been resolved. 30.11 You further represent and agree that you will read and fully understand the content of the additional information and documents available to you on our Website, prior to opening a trading account with us, which include, among others, Key Information Documents (KIDs), our Complaints Handling Procedures, costs and disclosures, etc. 30.12 The KID provides you with key information about our investment products. It is not marketing material. This information is required by Law to help you understand the nature, risks, costs, potential gains and losses of such products and to help you compare it with other products. You specifically consent to the provision of the Key Information Documents through our Website. You may request from a hard copy of the FSCS at: The Financial Services Compensation Scheme 10th Floor Beaufort House 00 Xx Xxxxxxx Xxxxxx Xxxxxx EC3A 7QU Tel: 0000 000 0000 Email: xxxxxxxxx@xxxx.xxx.xx Web address: xxx.xxxx.xxx.xx 20.6 For latter free help and advice regarding your pensionof charge, you can alsoat any time.

Complaints and Compensation. 20.1 11.1 We hope that the service we provide meets with your expectations at all times. However, if you are dissatisfied with our provision of our Services under these Terms we are keen to hear from you in order that we may improve our service. 11.2 You may raise any issue of dissatisfaction in writing to the firm’s Compliance Officer at: The Long Barn Chalford Park Barns Xxxxxx Xxxx Xxxxxxxx Xxxxxx Xxxxxxxxxxx XX0 0XX 11.3 You may also telephone us on 00000 000 000 or email xxxx@xxxxxxxxxxxxxx.xx.xx. Details of our complaints processes, including information on our complaints management policy, are available on request and from xxx.xxxxxxxxxxxxxx.xx.xx. If you are not satisfied dissatisfied with a recommendation we have made or any element aspect of the services provided by usour services, you should write are entitled to us at the address in paragraph 13.1, and it will be dealt with according to our complaints proceduremake a complaint. A copy of our We have a complaints procedure that is available on request. 20.2 . If you wish to register a complaint, please contact us: In writing: The Compliance Officer, Wise Investments Ltd., the Xxx Xxxx, Xxxxxxxx Xxxxxx XX0 0XX. By phone: 00000 000000 By e-mail: xxxx@xxxxxxxxxxxxxx.xx.xx Please be assured we treat complaints seriously. For your further protection if you are not satisfied with our reply final response to your complaint with us, you can may be entitled to refer your complaint it to either either:  The Financial Ombudsman Service (‘FOS’), or  The Pension Ombudsman Service (TPO) or Full details of the FOS can be found on its website at xxx.xxxxxxxxx-xxxxxxxxx.xxx.xx.’ The Pensions Ombudsman. Complaining Ombudsman TPO is an independent organisation set up by statute1 to either of these organisations will not affect your right to take legal proceedings. 20.3 Where your unresolved complaint concerns investigate complaints about the administration of your SIPP you should in the first instance direct pension schemes and can help if your complaint to is about a pension scheme, occupational or personal pensions. The Pensions Ombudsman, who are an independent organisation who will adjudicate between you and us on your complaint of maladministration. They TPO can be contacted at: The Pensions Ombudsman 00 Xxxxxxxx Xxxx London SW1V 1RB Tel: 0000 000 0000 Email: xxxxxxxxx@xxxxxxxx-xxxxxxxxx.xxx.xx Web address: xxx.xxxxxxxx-xxxxxxxxx.xxx.xx 20.4 Where your unresolved complaint concerns Xxxxxx XX0X 0XX 0800 917 4487 Full details of the marketing or the Terms TPO can be found on its website at xxx.xxxxxxxx-xxxxxxxxx.xxx.xx The Financial Ombudsman The FOS is an independent organisation set up by statute to resolve individual complaints between financial businesses and Conditions of our SIPP you should in the first instance direct your complaint to the FOStheir customers regarding financial advice, who provide consumers with a free independent service for resolving disputes with financial firmsincluding mortgages, savings and investments as well as pensions. They The FOS can be contacted at: The Financial Ombudsman Service Exchange Tower London E14 9SR Tel: 0000 000 0000 Email: xxxxxxxxx.xxxx@xxxxxxxxx-xxxxxxxxx.xxx.xx Web address: xxx.xxxxxxxxx-xxxxxxxx.xxx.xxXxxxxxxx Xxxxx Xxxxxx X00 0XX 0800 023 4567 Full details of the FOS can be found on its website at xxx.xxxxxxxxx-xxxxxxxxx.xxx.xx 20.5 11.4 We are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the FSCS if we cannot meet our obligations. This means that if we become insolvent you may be able depends on the type of business and the circumstances of the claim. Currently, compensation under the FSCS for eligible claims in respect of investment business is limited to claim compensation£50,000 per person per firm. Further details are information about the conditions governing compensation and the formalities for obtaining compensation under the FSCS is available on request or from the FSCS at: The Financial Services Compensation Scheme 10th Floor Beaufort House 00 Xx Xxxxxxx Xxxxxx Xxxxxx EC3A 7QU Tel: 0000 000 0000 Email: xxxxxxxxx@xxxx.xxx.xx Web address: xxx.xxxx.xxx.xx 20.6 For free help and advice regarding your pension, you can also.

Complaints and Compensation. 20.1 11.1 We hope that the service we provide meets with your expectations at all times. However, if you are dissatisfied with our provision of our Services under these Terms we are keen to hear from you in order that we may improve our service. 11.2 You may raise any issue of dissatisfaction in writi The Great Barn Chalford Park Barns Oxford Road Chipping Norton Oxfordshire OX7 5QR You may also telephone us on 00000 000 000 or email xxxx@xxxxxxxxxxxxxx.xx.xx. Details of our complaints processes, including information on our complaints management policy, are available on request and from xxx.xxxxxxxxxxxxxx.xx.xx. If you are not satisfied dissatisfied with a recommendation we have made or any element aspect of the services provided by usour services, you should write are entitled to us at the address in paragraph 13.1, and it will be dealt with according to our complaints proceduremake a complaint. A copy of our We have a complaints procedure that is available on request. 20.2 . If you wish to register a complaint, please contact us: In writing : The Compliance Officer, Wise Investments Ltd., the Great Barn, Chalford Park Barns, Oxford Road, Chipping Norton OX7 5QR. By phone: 00000 000000. By e-mail: xxxx@xxxxxxxxxxxxxx.xx.xx. Please be assured we treat complaints seriously. For your further protection if you are not satisfied with our reply final response to your complaint with us, you can may be entitled to refer your complaint it to either either: ▪ ▪ The Financial Pension Ombudsman Service (FOS) or TPO). Full details of the FOS can be found on its website xxxxx.xxxxxxxxx-xxxxxxxxx.xxx.xx. The Pensions Ombudsman. Complaining Ombudsman TPO is an independent organisation set up by statute1 to either of these organisations will not affect your right to take legal proceedings. 20.3 Where your unresolved complaint concerns investigate complaints about the administration of your SIPP you should in the first instance direct pension schemes and can helpif your complaint to is about a pension scheme, occupational or personal pensions. The Pensions Ombudsman, who are an independent organisation who will adjudicate between you and us on your complaint of maladministration. They TPO can be contacted at: The Pensions Ombudsman 00 Xxxxxxxx Xxxx London SW1V 1RB Tel: 0000 000 0000 Email: xxxxxxxxx@xxxxxxxx-xxxxxxxxx.xxx.xx Web address: xxx.xxxxxxxx-xxxxxxxxx.xxx.xx 20.4 Where your unresolved complaint concerns 0800 917 4487 Full details of the marketing or the Terms TPO can be found on its website xxxxx.xxxxxxxx-xxxxxxxxx.xxx.xx. The Financial Ombudsman The FOS is an independent organisation set up by statute toresolve individual complaints between financial businesses and Conditions of our SIPP you should in the first instance direct your complaint to the FOStheir customers regardingfinancial advice, who provide consumers with a free independent service for resolving disputes with financial firmsincluding mortgages, savings and investments as well as pensions. They The FOS can be contacted at: The Financial Ombudsman Service Exchange Tower London E14 9SR Tel: 0000 000 0000 Email: xxxxxxxxx.xxxx@xxxxxxxxx-xxxxxxxxx.xxx.xx Web address: xxx.xxxxxxxxx-xxxxxxxx.xxx.xx0800 0234567 Full details of the FOS can be found on its website xxxxx.xxxxxxxxx-xxxxxxxxx.xxx.xx. 20.5 11.3 We are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the FSCS if we cannot meet our obligations. This means that if we become insolvent you may be able depends on the type of business and the circumstances of the claim. Currently, compensation under the FSCS for eligible claims in respectof investment business is limited to claim compensation£85,000 per person per firm. Further details are information about the conditions governing compensation and the formalities for obtaining compensation under the FSCS is available on request from the FSCS at: The Financial Services Compensation Scheme 10th Floor Beaufort House 00 Xx Xxxxxxx Xxxxxx Xxxxxx EC3A 7QU Tel: 0000 000 0000 Email: xxxxxxxxx@xxxx.xxx.xx Web address: xxx.xxxx.xxx.xxor xxxxxxx.xxxx.xxx.xx. 20.6 For free help 11.4 Where we have made an error andwe agree to pay you a compensation paymentyou agree to this payment being made within 48 hours of it becoming due and advice regarding your pension, you can alsopayable.