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We aim to provide you with the best possible service at all times, but understand that sometimes customers might feel disappointed. You can let us know about your complaint by sending us a message from your Wealthify account via our LiveChat online and on the app; calling our team on 0800 802 1800; via secure messaging within your account; or by writing to us at Wealthify, Tec Marina, Terra Nova Way, Penarth, CF64 1SA.
We’ll deal with your complaint as fairly and quickly as we can, in accordance with the requirements of our regulator, the Financial Conduct Authority.
If you aren’t happy with the way we’ve dealt with your case, you may be able to refer your complaint to the Financial Ombudsman Service. As an independent public body established by Government, please remember that the Ombudsman won’t look at a complaint until it has been raised with us (and we’ve had reasonable time to investigate and respond).
You have the right to refer to the Ombudsman, free of charge - but you must do this within six months of your communication with Wealthify. If you don't refer your complaint in time, the Ombudsman won't have our permission to consider your complaint and will only be able to do so in very limited circumstances (for example: if it believes the delay was as a result of exceptional circumstances.)