Complaints and Compensation
Kleinwort Hambros strives to provide the highest standard of service to its clients. However we recognise that occasionally, unfortunately, we do make mistakes. In these instances we encourage our clients to contact us as soon as possible so that we have the opportunity to correct the situation. We value all feedback received and use it continuously to improve the quality of the services that we provide.
You may contact us either verbally or in writing. If you choose to inform us of your concerns or complaint by letter, then please write to the relevant Kleinwort Hambros company using the address reflected on the statement or the correspondence that you have received from that company.
United Kingdom (UK)
We aim to resolve all complaints as quickly as possible using dedicated and experienced staff that have the resources to investigate complaints across the organisation. If we are unable to resolve your complaint by the close of business on day three following your complaint, we will formally acknowledge your complaint in writing within five business days of receipt.
When acknowledging your complaint we will advise you of the details of the independent person at Kleinwort Hambros who is appointed to investigate the matter. On conclusion of their investigation they will contact you and provide a formal written response, this will advise you of any redress or corrective action that either will or has been taken. It will also advise you, if applicable, how to contact the Financial Ombudsman Service (FOS) to request that they review your case if you feel it appropriate. We will also send you a copy of the FOS leaflet which provides information about their service and contact information alternatively you can visit their website directly here http://www.financial-ombudsman.org.uk/
As mentioned above, our aim is to address any concerns as soon as possible; there is a regulatory timeframe of eight weeks to provide a final response to you which we aim to exceed. Should your concerns take us longer to resolve than we initially anticipated, we will contact you to update you on progress. In exceptional circumstances, where your complaint is particularly complex, matters may take longer than eight weeks to resolve. If this occurs, we will advise you in writing what investigation has taken place so far and provide you with a reason as to why the complaint has not been resolved. Additionally, we will provide a realistic timescale as to when you can expect to receive the final response.
Details of our complaint handling procedures in the Channel Islands (being Jersey and Guernsey) can be found in the attached document.