Complaints Procedure

Main contact for complaints: The Compliance Officer, Blacktower Financial Management Ltd
Contact details: Fetcham Park House, Lower Road, Fetcham, Leatherhead, Surrey, UK, KT22 9HD

We take care to maintain high standards of service. Where we become aware of client concerns or unease
we give priority to resolving the matter as quickly as possible and that your concerns are handled fairly and
within reasonable timescales.
Upon receipt of a complaint, we’ll do all we can to resolve your concerns within three business days, and
confirm this to you in writing. If we cannot do this, we’ll write to you, normally within three business days to
acknowledge your complaint and to let you know when we expect to be able to issue a full response.
A senior person who, where possible is independent of the case, will investigate your complaint. You’ll be
given their name and contact details.
When acknowledging your complaint we’ll set out the nature of the complaint and may request further
clarification if necessary. Your complaint will be investigated using our files together with reports from other
parties if relevant. We may also write to you if further information is required. We’ll keep you informed of
the progress of the complaint investigation.

After eight weeks, if a final response letter has not already been sent to you, you’ll receive:

• A final response letter detailing our conclusions and resolution to the complaint. This letter will also
confirm that if you remain dissatisfied with our final response, you may refer your complaint to the
Financial Ombudsman Service (FOS) within six months of the date of our final response letter, otherwise
you would lose this referral right. A copy of the FOS leaflet ‘your complaint and the Ombudsman’ will be
enclosed, if not already supplied. You may also be able to take civil action.


• A response that we are still not in a position to make a final response, giving the reasons for the further
delay and indicating when we expect to be able to provide a final response. We’ll also inform you that
you may refer your complaint to the FOS if you are dissatisfied with the delay. A copy of the FOS leaflet
‘your complaint and the Ombudsman’ will be enclosed, if not already supplied.

Where your complaint relates to the administration or management of an occupational or personal pension,
we may also be able to refer your complaint to the Pensions Ombudsman (TPO) in addition to the FOS.
Where appropriate, we’ll provide you with the relevant contact details.
Please bear in mind that if your complaint involves information from third parties some delays could be
beyond our control. We will however, pursue information on a regular basis.

In the event that we receive a complaint that is not about us, or our services, and assuming that we can
identify the firm to whom the complaint should be addressed, we’ll carry out the following action:
• We’ll write to the firm concerned, explaining that we believe the complaint in question to be theirs, and
suggesting that they contact you directly.
• We’ll enclose a copy of your original complaint letter.
• We’ll write to you, giving contact details of the relevant firm, and invite you to get in touch with them
directly. We’ll also provide you with a copy of the letter we send to the firm.
• We’ll copy the new firm in on this letter.