How to Make a Complaint
We aim to provide a high standard of service at all times. If we fall short of that, we want to hear from you. This summary explains how to complain, what we will do, and what to expect.
How to contact us
You can complain in whichever way is easiest for you.
Method
Details
Compliance Officer, Cronos Investment Management Limited, East Wing, The Stables, Whinchat Hall, Skipwith Road, Escrick, York YO19 6EJ
In writing
complaints@cronos-im.com
By email
01904 237 282
By telephone
It helps us if you can tell us your name and account reference, what has gone wrong, and what you would like us to do to put it right. You do not need to put your complaint in writing, and you do not need to use any particular form of words.
What we mean by a complaint
A complaint is any expression of dissatisfaction, whether spoken or written and whether or not it turns out to be justified, about the service we have provided or failed to provide, where you believe you have suffered or may suffer financial loss, material distress or material inconvenience.
What happens next
Stage
What we do
Investigation
Our Compliance Officer will investigate your complaint fairly, consistently and promptly, and will keep you informed of progress.
If we need longer
If we cannot give you a final response within eight weeks, we will write to you explaining why, when we expect to be able to respond, and your right to take the matter to the Financial Ombudsman Service.
We will acknowledge your complaint promptly and in any event within five business days. We will confirm who is handling it and how to contact them.
Acknowledgement
We will send you a final response within eight weeks of receiving your complaint. This will explain our conclusion and, where appropriate, what we propose to do to put things right.
Final response
If you are not satisfied
If you are unhappy with our final response, or if eight weeks have passed without one, you may be able to refer your complaint to the Financial Ombudsman Service. The Ombudsman is a free and independent service for resolving disputes between consumers and financial firms.
You normally need to contact the Ombudsman within six months of the date of our final response. We will send you the Ombudsman's explanatory leaflet with our final response.
Financial Ombudsman Service, Exchange Tower, London E14 9SR. Telephone 0800 023 4567 or 0300 123 9123. Email complaint.info@financial-ombudsman.org.uk. Website www.financial-ombudsman.org.uk.
Who can use the Ombudsman
The Ombudsman service is available to individuals and to smaller businesses, charities and trusts. If you are not eligible we will tell you in our final response, and we will still investigate your complaint under this procedure.
If you need extra support
If you would find it easier to complain in a different format, need more time, or would like someone to complain on your behalf, please tell us. We will adapt how we deal with your complaint to suit your circumstances.
Using your information
We will use the information you give us to investigate and resolve your complaint, and we keep complaint records for three years. Our Privacy Notice explains how we handle personal data.
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How to Make a Complaint