Complaints

At Wombat, we take care to maintain high standards of service. Where we become aware of client concerns or unease, we give priority to resolving the matter as quickly as possible and that your concerns are handled fairly and within reasonable timescales.

As an appointed representative of P1 Investment Management all our complaints are handled by them.

Paul White, as the Compliance Director of P1 Investment Management, is the nominated point of contact for handling your complaint. He will take an objective view of the complaint and will investigate your concerns within the timescales explained in this document.

Upon receipt of a complaint, we will acknowledge your complaint within 24 hours. We will do all we can to resolve your concerns within three business days and confirm this to you in writing. If we can’t do this, we will write to you normally within 5 business days to acknowledge your complaint and to let you know when we expect to be able to issue a full response. We aim to resolve all complaints within 15 days of the receipt of the Complaint

When acknowledging your complaint, especially in the case of an oral complaint, we will set out the nature of the complaint and may request further clarification if necessary. Your complaint will be investigated using our files together with reports from other parties if relevant. We may also write to you if further information is required. We will keep you informed of the progress of the complaint investigation.

After 35 days, if a final response letter has not already been sent to you, you will receive;

A final response letter detailing our conclusions and resolution to the complaint.  The letter will either;

  1. Accept the complaint, and where appropriate, offer redress or remedial action; or
  2. Offer redress or remedial action without accepting the complaint; or
  3. Reject the complaint and give reasons for doing so.

This letter will also confirm that if you remain dissatisfied with our final response that you may refer your complaint to the Financial Ombudsman Service (FOS) within six months of the date of our final response letter, otherwise you would lose this referral right. A copy of the FOS leaflet ‘your complaint and the Ombudsman’ will be enclosed, if not already supplied.  

In rare cases we may still not in a position to make a final response, we will send you a letter giving the reasons for the further delay and indicating when we expect to be able to provide a final response.

Please bear in mind that if your complaint involves information from third parties some delays could be beyond our control. We will, however, pursue information on a regular basis.

You can read more about the service the FOS provide on their website (http://www.financial-ombudsman.org.uk).

Alternatively, you can use the Online Dispute Resolution Platform.

In the event that we receive a complaint that is not about us, or our services, and assuming that we can identify the firm to whom the complaint should be addressed, we will carry out the following action:

  • We will write to the firm concerned, explaining that we believe the complaint to be theirs, and suggesting that they contact you, the client, directly.
  • We will enclose a copy of the original complaint letter.
  • We will write to you, the client, giving contact details of the firm, and invite you to get in touch with them. We will also enclose a copy of the letter we send to the firm.
  • We will copy the new firm in on this letter as well.


We hope this explains how Wombat will deal with your concerns and respond to them within a reasonable timescale, keeping you up to date with our progress as we do so. If you have any questions, you can contact Paul directly  – contact details below.

You can address complaints to the following address:

P1 Investment Management Limited

Senate Court

Southernhay Gardens

Exeter

EX1 1NT

By email: support@wombatinvest.com