Complaints Procedure

Summary

We treat every complaint seriously and aim to resolve it as quickly and fairly as possible. All complaints are logged on our Complaints Log and reviewed by our Complaints Officer.

How to complain

What happens next

1. Day 0 — We receive your complaint

   We log it on our Complaints Log and send a prompt written acknowledgement with early reassurance that we are dealing with it.

2. Within four weeks

   We aim to send you a written statement with our findings. If the matter is more complex, we send an explanatory holding response to let you know that additional time is required.

3. Within eight weeks

   We provide a final response or a further explanatory letter advising of the reason for any delay. This letter will also explain your right to contact the Financial Ombudsman Service if you are not satisfied.

4. By the close of the third business day

   Where a complaint is resolved by the close of the third business day, we will send a summary resolution communication promptly.

5. After investigation

   Once the complaint has been investigated to a satisfactory standard, the findings will be reported to you and your response will be retained.

Records and retention

• We keep a record of each complaint received and the measures taken for its resolution.
• We retain records for at least five years where the complaint relates to MiFID business.
• We retain records for three years for all other complaints.
• The final response letter includes the Financial Ombudsman Service contact details and a copy of the FOS standard explanatory leaflet. You may refer a complaint to the FOS within six months of the date of the final email received from us.
• All complaints, whether significant or minor, are reported to our Complaints Officer at compliants@wednesdayfs.co.uk and logged on the Complaints Log. Action taken is recorded on the Complaints Rectification Log, monitored for trends, and used to provide Management Information so recurring issues can be identified and resolved.

Financial Ombudsman Service

If you are not satisfied with our final response, you can contact the Financial Ombudsman Service. Please note that the Ombudsman will not consider a case that has not first been referred to the firm.