Complaints Policy and Procedure
Who we are
Westbury Advisors Limited (T/as (“Westbury”, “we” or “us”) is a corporate finance and debt advisory business based in London. We act as a broker for individuals, small to medium-sized enterprises, large corporations, as well as charities and not-for-profit organisations.
Westbury is registered in England and Wales under company number 12138588, whose office is at Berkeley Suite, 35 Berkeley Square, London, W1J 5BF.
We are registered with the Information Commissioner’s Office under reference: ZA710036.
Complaints Statement
Westbury is committed to providing the best standards of service quality for our clients.
We take any concern or complaint very seriously and will promptly investigate the complaint for resolution.
Any client, service user or agency will have the right to raise concerns or complain about our service.
We ensure clients have clear information on how to voice a complaint.
Westbury’s website outlines our complaints policy and procedure.
We will have our complaints policy available to anyone who asks for it.
Complaints will be managed in strict confidence.
Westbury will keep a record of all complaints reviewed regularly by the leadership team.
Westbury’s complaints procedure will be part of the process of monitoring the quality and effectiveness of our services.
Compliant Policy
Westbury works tirelessly to deliver high standards of service to our clients. We encourage feedback from anyone who works with us on all aspects of our services. Feedback is invaluable in helping us evaluate and improve our work.
The objectives of our complaints policy and procedures are to:-
- Ensure everyone knows how to make a complaint and how a complaint will be handled.
- Ensure that complaints are dealt with consistently, fairly and sensitively within clear time frames.
- Provide individuals with a fair and effective way to complain about our service.
- Ensure that complaints are monitored and evaluated to improve our service.
We will ensure that we listen carefully to complaints and treat complaints confidentially where possible. Record, store, and manage all complaints accurately and in accordance with the Data Protection Act. Investigate a complaint fully, objectively and within the stated time frame.
Notify the complainant of the results of the investigation and any right of appeal.
Inform the complainant of any action that will be implemented to ensure that there is no recurrence. Report every quarter to the leadership team the number of complaints received, the outcomes and any actions taken.
How we define a complaint
A complaint is any expression of dissatisfaction by an individual, whether justified or not.
A client may make a complaint if they feel we:-
- Failed to provide a service or an acceptable standard of service.
- Made a mistake in the way the service was provided.
- Failed to act in a proper way.
- Provided an unfair service.
This policy and procedure relate only to complaints received about Westbury and its service.
Our complaints procedure
We take any concern or complaint seriously and will promptly investigate the complaint for resolution.
Any customer, service user or agency will have the right to raise concerns or complain about our service.
We will ensure customers have clear information on how to voice a complaint. Complaints will be managed in strict confidence. Westbury will keep a register of all complaints reviewed periodically. Westbury’s complaints procedure will be part of the process of monitoring the quality and effectiveness of our services.
If you are not satisfied with the work undertaken by Westbury or its staff, you should set out in writing the nature of the complaint and address this to: support@westburyadvisors.co.uk
In the normal course of business, Westbury will respond to your complaint within 48 hours, and we will try and solve your complaint at the first point of contact.
If we are unable to resolve your complaint at the first point of contact, we will aim to resolve your complaint within 28 days. We will confirm this in writing.
If you feel your complaint remains unresolved, we will write to you and explain, in a summary resolution communication, what your rights are, and that you can write to the Financial Ombudsman Service for further resolution. We will let you know how you can do this.
- Address: Financial Ombudsman Service, Exchange Tower, London, E14 9SR.
- Contact: 0800 0234567, 0300 1239123.
- Website: www.financial-ombudsman.org.uk
The Ombudsman will be able to confirm whether it can look at the complaint. If the Client is entitled to make a complaint to the Ombudsman, then they are not bound to follow any alternative procedure and can make their complaint to the Ombudsman within the timescales set down by the rules applicable to that scheme, details of which will be provided to the Client by us on request.
Anonymous complaints
Complaints received anonymously will be recorded and considered, but action may be limited if further information is required to ensure a full and fair investigation.
Record keeping
All complaints will be stored on a complaint register.
The complaint register will be securely stored and is confidential.
Details of the complaint, including timescales in which they were resolved, will be kept for a minimum of 5 years.
Monitoring
Complaints are an important tool which, alongside client feedback, will allow us to learn about the services we provide. They provide a useful source of information about how individuals see our services and how we are serving them.
Complaint information will be considered regularly by the leadership team, and wherever possible, the data will be used to improve and develop the service.
