Mattioli Woods aims to provide you with excellent service at all times. However, we understand things can sometimes go wrong, or you may become unhappy with aspects of our service. If this happens, we will do our best to resolve your issues as quickly as possible. We always try to reach an agreeable solution as quickly as possible with our aim to have your complaint resolved within 3 business days following receipt. Business day are Monday to Friday excluding Bank Holidays. Some complaints are more complex than others and may take some time to investigate, so it may not be possible to resolve your complaint within 3 days. If this is the case, the following process will be followed:
We will write to acknowledge your complaint within 5 working days of receipt enclosing a copy of our complaint handling procedure, confirming our understanding of the issue(s).
This acknowledgement could be sent by post or email, if we hold your email address on record. We may sometimes call you if we need to clarify our understanding of your issues.
The client experience team will thoroughly investigate all of your issues to ensure a fair and impartial outcome is reached. We will obtain information required from all relevant parties and we may need to ask you for some additional details to assist in the investigation.
We will keep you informed of our progress with the investigation and provide you with an update, explaining we aim to have a response to you within the 8 week regulatory timescale.
When we have completed our investigation, we will write to let you know the outcome. The final response will set out the facts that have been established and the outcome along with any resolution offered where appropriate.
If we are unable to respond in full within 8 weeks, we will write to you explaining why we are not in a position to issue a final response and when this can be expected.
This letter will also inform you of your right to refer your complaint to the Financial Ombudsman Service (FOS), or The Pensions Ombudsman (TPO), if applicable.
If you have any concerns or wish to discuss your complaint please contact us:
Client Care Team
Mattioli Woods plc
1 New Walk Place
Leicester, LE1 6RU
T: 0116 284 0700
E: clientcare@mattioliwoods.com
If you would like to contact our Client Care Team about a complaint, then please email clientcare@mattioliwoods.com.
