Complaints Procedure

Our Commitment

At PLU Wealth UK Limited, we are committed to providing a high standard of service to all our clients. If you are unhappy with any aspect of our service, or believe we have made a mistake, we want to know so we can investigate and put matters right as quickly as possible.

We treat all complaints seriously and fairly in accordance with the rules of the Financial Conduct Authority (FCA).

How to Make a Complaint

You can contact us using any of the following methods:

Email: [email protected]

Post:
Complaints Officer
PLU Wealth UK Limited
9 Sunnywood Close, Tottington, Bury, England, BL8 3GH

Telephone: +44 (0)7973 381335

Please include:

• Your full name and contact details
• Your client reference (if applicable)
• A description of your complaint
• What you would like us to do to resolve the matter
• Copies of any relevant documents

What Happens Next

Once we receive your complaint we will:

Acknowledge your complaint

We will acknowledge receipt promptly, usually within five business days.

Investigate

Your complaint will be investigated by someone who has not been directly involved in the matter where possible.

Keep you informed

If our investigation takes longer than expected, we will keep you updated on our progress.

Final Response

We aim to resolve complaints as quickly as possible. If we are unable to resolve your complaint sooner, we will send you our Final Response within 8 weeks of receiving your complaint in accordance with FCA complaint handling rules.

Financial Ombudsman Service

If you are not satisfied with our Final Response, or if eight weeks have passed since you first made your complaint, you may be entitled to refer your complaint to the Financial Ombudsman Service (FOS).

The Financial Ombudsman Service is an independent organisation established to resolve disputes between financial businesses and their customers.

You must normally refer your complaint to the Financial Ombudsman Service within six months of the date of our Final Response letter.

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone: 0800 023 4567 or 0300 123 9123
Website: www.financial-ombudsman.org.uk
Email: [email protected]

Using the Financial Ombudsman Service does not affect your legal rights.

Financial Services Compensation Scheme (FSCS)

PLU Wealth UK Limited is authorised and regulated by the Financial Conduct Authority.

The Financial Services Compensation Scheme (FSCS) is the UK's statutory compensation scheme for customers of authorised financial services firms.

If we are unable to meet our financial obligations to you, you may be entitled to compensation from the FSCS, depending on the type of business and your eligibility.

For investment business, eligible claims are generally protected up to £85,000 per eligible person, per authorised firm, although limits and eligibility depend on the circumstances and may change over time. Please refer to the FSCS for the latest information.

For more information visit: www.fscs.org.uk
Telephone: 0800 678 1100 or 020 7741 4100

Our Commitment to Continuous Improvement

Every complaint provides us with an opportunity to improve our services. We record and analyse complaints to identify trends, address root causes and enhance the experience we provide to our clients.

If you have any concerns, we encourage you to contact us as soon as possible so we can work with you to resolve the matter fairly and promptly.