Complaints Policy Summary

1. How we handle complaints

We strive to provide our clients with a high quality customer service, but if you feel dissatisfied with any aspect of our service you should contact us through our Contact us page.

2. What will we do once we have received your complaint?

Your complaint will be assigned to a Case Manager, as soon as possible.

Your Case Manager will usually be the client associate with whom you first raise the complaint. However, if they are involved in the subject matter of the complaint, your complaint will be referred to another person.

We will promptly acknowledge your complaint in writing. In this acknowledgement we will provide the name of your Case Manager. We will also include a copy of this policy.

3. Investigating and resolving your complaint

We will investigate your complaint fairly, consistently and promptly. We will determine whether the complaint should be upheld, and (if appropriate) determine remedial action and/or redress. We will set out our conclusions in a final response to you.

If we decide that redress is appropriate we will aim to provide you with fair compensation for any acts or omissions for which we are responsible. If you accept our offer we will promptly provide the compensation to you.

4. Our timetable for responding to you

Once we have acknowledged your complaint we will keep you informed of our progress. Within 8 weeks of us receiving your complaint we will send you either a final response or a written response which:

  • explains why we are not in a position to make a final response to you and when we might be expected to provide one;
  • informs you whether you are now entitled to refer the complaint to the Financial Ombudsman Service (“FOS”); and if so enclose a copy of the FOS standard explanatory leaflet.

5. Financial Ombudsman Service (“FOS”)

If you are an eligible complainant you are able to refer a complaint to the FOS if you are not satisfied with the outcome of your complaint. Your rights are set out in the FOS’s leaflet “Your Complaint and the Ombudsman” which we will provide to you as part of the Complaints process. Please remember that if you wish to refer a complaint to the FOS, you must do so within 6 months of receiving our final response. You can find out more at http://www.financial-ombudsman.org.uk.

You should allow us to complete our internal Complaints Procedure before you refer your concerns to FOS.

The Online Dispute Resolution platform is available to consumers and may be used to facilitate resolution of disputes with natural persons residing in a member state of the European Union and who use the Orbis Access website. The FOS is the provider of alternative dispute resolution services in the UK and more information can be found at http://www.financial-ombudsman.org.uk.  

6. Closing complaints

We will regard your complaint as closed in the following circumstances:

  • once we have sent you a final response; or
  • where you have told us in writing that you accept an earlier response that we have sent to you; or
  • if you refer your complaint to FOS, when FOS informs us in writing that the complaint has been closed.

We are committed to treating our clients fairly and will continue to do all we can to learn from the complaints we receive to improve our level of service to you in the future.

7. Questions

If you have any questions about our complaints process, please contact us at support@orbisaccess.co.uk or by telephone on 0800 358 2030. We are always happy to assist.

Orbis Access is a member of the Financial Services Compensation Scheme in the United Kingdom. FCA-regulated business conducted by us pursuant to this Agreement is covered by the Financial Services Compensation Scheme to the extent that you are an Eligible Claimant. The Financial Services Compensation Scheme compensates Eligible Claimants for losses suffered as a result of the inability of an FCA-regulated firm, such as Orbis Access, to pay monies due, or satisfy obligations owed, to them (typically as a result of the firm’s insolvency). Most types of designated investment business are covered for 100 per cent of the sum owed, to a maximum compensation of £50,000 per eligible claimant. Information on the conditions governing compensation and the formalities which must be completed to obtain compensation are available from us upon request or by visiting www.fscs.org.uk.