HALO INVEST

Complaints Policy

At HALO Invest, we pride ourselves on our customer service but recognise that sometimes things can go wrong. If you are not entirely satisfied with our services or the way in which a matter has been dealt with, we would like to hear from you.

We will investigate your complaint and if we have fallen short of our expected service, we will attempt to put things right for you. We will also use your feedback to help us improve our services.

We have set out below our complaints procedure for you to raise any concerns with us and we will investigate any complaint carefully and promptly.

 

Making a complaint

If you are not happy with the service you have received from HALO Invest Limited, please contact:


Suite 3.6
Queen's House 
29 St Vincent Place
Glasgow
G1 2DT

Email: complaints@haloinvest.co.uk

 

  • Your complaint will be dealt with in accordance with our internal complaints handling procedures. If your complaint is not dealt with within 8 weeks, or if you are not satisfied with the outcome, you may refer the matter to the Financial Ombudsman Service.

Making a complaint will not prejudice your right to take legal proceedings.

 

Complaint procedure

If we are unable to resolve your complaint within three business days of receiving your complaint, we will acknowledge the complaint in writing within 5 working days from when we received your complaint.

Once our investigations are complete, we will write to you with our response.

In the unlikely event that our investigations require longer than 8 weeks to complete, we will write to you to explain why we are not yet able to provide a final response to your complaint and indicate when we will make further contact.

 

Your Rights

You may be able to refer your complaint, free of charge, to the Financial Ombudsman Service (FOS). Complaints to FOS must be made within six months of receiving our final response to your complaint. Sometimes the time limits can be extended by FOS in exceptional circumstances.

 

The Financial Ombudsman Service’s details are:

The Financial Ombudsman Service
Exchange Tower
London E14 9SR

Tel: 0800 023 4567
www.financial-ombudsman.org.uk

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