Complaints Policy

Hemsley Wynne Furlonge Partners Limited strives to provide the best possible service to our clients. If you are not satisfied with the level of service provided by us, we will endeavour to resolve this as soon as possible.

If you consider that you have cause to complain, we have set out the following information below:

• How to make a complaint
• How we will ensure your complaint is dealt with promptly, fairly and effectively
• What you can do if you are not satisfied with our response

How to make a complaint

If you wish to complain, you may contact any member of the team or contact us by:

Writing to:
Compliance
9^th Floor, Muro Building
2 India Street
London EC3N 2AF
United Kingdom

E-mailing: complaints@hwfpartners.com
Telephoning: +44 (0)20 3637 2202

Our complaints handling procedure

• We aim to resolve your concerns, whenever possible, by close of business on the next working day. If this is not possible, we will promptly acknowledge your complaint in writing no later than three working days after receipt.
• If your complaint concerns the provision of (or failure to provide) a service by another firm authorised by the Financial Conduct Authority, such as an insurer, we will promptly refer your complaint in writing to the firm. In these circumstances we will provide you with the full contact details for the firm and, if the other firm is solely responsible, our final response.
• We will endeavour to resolve your complaint at the earliest possible stage. We will thoroughly investigate the matter and will usually send our final response to you in writing no later than eight weeks after receipt of your complaint.
• We will keep you regularly informed of our progress and the measures being taken to resolve your complaint. If our response is not issued within four weeks of the date we received your complaint, we will issue a letter to you explaining why we have been unable to resolve your complaint and indicate when we will make further contact. You are welcome to contact us at any time to check the status of our investigation.
• If, after 8 weeks, you are still waiting for us to respond, we will write to you explaining why we have been unable to conclude your complaint and the options available to you.
• If you are (i) a micro-enterprise (please see the Financial Ombudsman Service (FOS) definition), (ii) have an annual turnover of less than £6.5 million and (iii) have a balance sheet total of less than £5 million, or employ fewer than 50 employees; you may refer your complaint to the Financial Ombudsman Service (FOS), provided we have had an adequate opportunity to resolve your complaint first.  We will advise you of the time limits for making a referral to the FOS and supply a copy of the FOS explanatory booklet with our final response.

The FOS can be contacted by:
Accessing the website: http://www.financial-ombudsman.org.uk/consumer/complaints.htm
Telephoning: +44 (0)300 123 9 123 or +49 (0)800 023 4567.

Hemsley Wynne Furlonge GmbH strives to provide the best possible service to our clients. If you are not satisfied with the level of service provided by us, we will endeavour to resolve this as soon as possible.

If you consider that you have cause to complain, we have set out the following information below:

• How to make a complaint
• How we will ensure your complaint is dealt with promptly, fairly and effectively
• What you can do if you are not satisfied with our response

How to make a complaint

If you wish to complain, you may contact any member of the team or contact us by:

Writing to:
Compliance
Hemsley Wynne Furlonge GmbH, c/o WeWork
Taunusanlage 8
60325 Frankfurt am Main
Germany

E-mailing: complaints@hwfpartners.com
Telephoning: +44 (0)20 3637 2202

Our complaints handling procedure

• We aim to resolve your concerns, whenever possible, by close of business on the next working day. If this is not possible, we will promptly acknowledge your complaint in writing no later than three working days after receipt.
• If your complaint concerns the provision of (or failure to provide) a service by another firm, such as an insurer, we will promptly refer your complaint in writing to the firm. In these circumstances we will provide you with the full contact details for the firm and, if the other firm is solely responsible, our final response.
• We will endeavour to resolve your complaint at the earliest possible stage. We will thoroughly investigate the matter and will usually send our final response to you in writing no later than eight weeks after receipt of your complaint.
• We will keep you regularly informed of our progress and the measures being taken to resolve your complaint. If our response is not issued within four weeks of the date we received your complaint, we will issue a letter to you explaining why we have been unable to resolve your complaint and indicate when we will make further contact. You are welcome to contact us at any time to check the status of our investigation.
• If, after 8 weeks, you are still waiting for us to respond, we will write to you explaining why we have been unable to conclude your complaint and the options available to you.
• If you are not happy with our response, or the position after a period of 8 weeks, you may be eligible to refer your complaint for mediation to:

Versicherungsombudsmann e.V.
Postfach 08 06 32
10006 Berlin

for an independent assessment and opinion.

Hemsley Wynne Furlonge GmbH spółka z ograniczoną odpowiedzialnością Oddział w Polsce strives to provide the best possible service to our clients. If you are not satisfied with the level of service provided by us, we will endeavour to resolve this as soon as possible.

If you consider that you have cause to complain, we have set out the following information below:

• How to make a complaint
• How we will ensure your complaint is dealt with promptly, fairly and effectively
• What you can do if you are not satisfied with our response

How to make a complaint

If you wish to complain, please speak with your usual contact in the first instance. Should you require further assistance please contact us by:

Writing to:
Compliance
Hemsley Wynne Furlonge GmbH spółka z ograniczoną qodpowiedzialnością Oddział w Polsce, c/o WeWork
Taunusanlage 8
60325 Frankfurt am Main
Germany

E-mailing: complaints@hwfpartners.com
Telephoning: +49 (0)69 506 027 470

Our complaints handling procedure

• We aim to resolve your concerns, whenever possible, by close of business on the next working day. If this is not possible, we will promptly acknowledge your complaint in writing no later than three working days after receipt.
• If your complaint concerns the provision of (or failure to provide) a service by another firm, such as an insurer, we will promptly refer your complaint in writing to the firm. In these circumstances we will provide you with the full contact details for the firm and, if the other firm is solely responsible, our final response.
• We will endeavour to resolve your complaint at the earliest possible stage. We will thoroughly investigate the matter and will usually send our final response to you in writing no later than eight weeks after receipt of your complaint.
• We will keep you regularly informed of our progress and the measures being taken to resolve your complaint. If our response is not issued within four weeks of the date we received your complaint, we will issue a letter to you explaining why we have been unable to resolve your complaint and indicate when we will make further contact. You are welcome to contact us at any time to check the status of our investigation.
• If, after 8 weeks, you are still waiting for us to respond, we will write to you explaining why we have been unable to conclude your complaint and the options available to you.
• If you are not happy with our response, or the position after a period of 8 weeks, you may be eligible to refer your complaint for mediation to:

Versicherungsombudsmann e.V.
Postfach 08 06 32
10006 Berlin

for an independent assessment and opinion.

Hemsley Wynne Furlonge GmbH French Branch strives to provide the best possible service to our clients. If you are not satisfied with the level of service provided by us, we will endeavour to resolve this as soon as possible.

If you consider that you have cause to complain, we have set out the following information below:

• How to make a complaint
• How we will ensure your complaint is dealt with promptly, fairly and effectively
• What you can do if you are not satisfied with our response

How to make a complaint

If you wish to complain, please speak with your usual contact in the first instance. Should you require further assistance please contact us by:

Writing to:
Compliance
Hemsley Wynne Furlonge GmbH French Branch, c/o WeWork
Taunusanlage 8
60325 Frankfurt am Main
Germany

E-mailing: complaints@hwfpartners.com
Telephoning: +49 (0)69 506 027 470

Our complaints handling procedure

• We aim to resolve your concerns, whenever possible, by close of business on the next working day. If this is not possible, we will promptly acknowledge your complaint in writing no later than three working days after receipt.
• If your complaint concerns the provision of (or failure to provide) a service by another firm, such as an insurer, we will promptly refer your complaint in writing to the firm. In these circumstances we will provide you with the full contact details for the firm and, if the other firm is solely responsible, our final response.
• We will endeavour to resolve your complaint at the earliest possible stage. We will thoroughly investigate the matter and will usually send our final response to you in writing no later than eight weeks after receipt of your complaint.
• We will keep you regularly informed of our progress and the measures being taken to resolve your complaint. If our response is not issued within four weeks of the date we received your complaint, we will issue a letter to you explaining why we have been unable to resolve your complaint and indicate when we will make further contact. You are welcome to contact us at any time to check the status of our investigation.
• If, after 8 weeks, you are still waiting for us to respond, we will write to you explaining why we have been unable to conclude your complaint and the options available to you.
• If you are not happy with our response, or the position after a period of 8 weeks, you may be eligible to refer your complaint for mediation to:

Versicherungsombudsmann e.V.
Postfach 08 06 32
10006 Berlin

Or

Banque de France – ACPR
TSA 50120
​75035 PARIS CEDEX 01

for an independent assessment and opinion.

Hemsley Wynne Furlonge GmbH UK Branch strives to provide the best possible service to our clients. If you are not satisfied with the level of service provided by us, we will endeavour to resolve this as soon as possible.

If you consider that you have cause to complain, we have set out the following information below:

• How to make a complaint
• How we will ensure your complaint is dealt with promptly, fairly and effectively
• What you can do if you are not satisfied with our response

How to make a complaint

If you wish to complain, please speak with your usual contact in the first instance. Should you require further assistance please contact us by:

Writing to:
Compliance
Hemsley Wynne Furlonge GmbH UK Branch, c/o WeWork
Taunusanlage 8
60325 Frankfurt am Main
Germany

E-mailing: complaints@hwfpartners.com
Telephoning: +49 (0)69 506 027 470

Our complaints handling procedure

• We aim to resolve your concerns, whenever possible, by close of business on the next working day. If this is not possible, we will promptly acknowledge your complaint in writing no later than three working days after receipt.
• If your complaint concerns the provision of (or failure to provide) a service by another firm, such as an insurer, we will promptly refer your complaint in writing to the firm. In these circumstances we will provide you with the full contact details for the firm and, if the other firm is solely responsible, our final response.
• We will endeavour to resolve your complaint at the earliest possible stage. We will thoroughly investigate the matter and will usually send our final response to you in writing no later than eight weeks after receipt of your complaint.
• We will keep you regularly informed of our progress and the measures being taken to resolve your complaint. If our response is not issued within four weeks of the date we received your complaint, we will issue a letter to you explaining why we have been unable to resolve your complaint and indicate when we will make further contact. You are welcome to contact us at any time to check the status of our investigation.
• If, after 8 weeks, you are still waiting for us to respond, we will write to you explaining why we have been unable to conclude your complaint and the options available to you.
• If you are not happy with our response, or the position after a period of 8 weeks, you may be eligible to refer your complaint for mediation to:

Versicherungsombudsmann e.V.
Postfach 08 06 32
10006 Berlin

Or if you are an eligible complainant (please see the Financial Ombudsman Service (FOS) definition),

The FOS can be contacted by:
Accessing the website: http://www.financial-ombudsman.org.uk/consumer/complaints.htm
Telephoning: +44 (0)300 123 9 123 or +49 (0)800 023 4567.

for an independent assessment and opinion.

• We aim to resolve your concerns, whenever possible, by close of business on the next working day. If this is not possible, we will promptly acknowledge your complaint in writing no later than three working days after receipt.
• If your complaint concerns the provision of (or failure to provide) a service by another firm authorised by the Financial Conduct Authority, such as an insurer, we will promptly refer your complaint in writing to the firm. In these circumstances we will provide you with the full contact details for the firm and, if the other firm is solely responsible, our final response.
• We will endeavour to resolve your complaint at the earliest possible stage. We will thoroughly investigate the matter and will usually send our final response to you in writing no later than eight weeks after receipt of your complaint.
• We will keep you regularly informed of our progress and the measures being taken to resolve your complaint. If our response is not issued within four weeks of the date we received your complaint, we will issue a letter to you explaining why we have been unable to resolve your complaint and indicate when we will make further contact. You are welcome to contact us at any time to check the status of our investigation.
• If, after 8 weeks, you are still waiting for us to respond, we will write to you explaining why we have been unable to conclude your complaint and the options available to you.
• If you are (i) a micro-enterprise (please see the Financial Ombudsman Service (FOS) definition), (ii) have an annual turnover of less than £6.5 million and (iii) have a balance sheet total of less than £5 million, or employ fewer than 50 employees; you may refer your complaint to the Financial Ombudsman Service (FOS), provided we have had an adequate opportunity to resolve your complaint first.  We will advise you of the time limits for making a referral to the FOS and supply a copy of the FOS explanatory booklet with our final response.