1. Acknowledgement: We will acknowledge your complaint in writing, by letter or email, summarising our understanding of your concerns, within 5 working days. There may be times where it is easier for us to call you to make sure we fully understand all of the issues you are raising. Again, we will do this within 5 working days.
2. Investigation: Your complaint will be looked after by our Compliance Team, who will conduct an independent and impartial investigation.
3. Response: Once we have completed our investigation into your complaint we will issue a final response letter to you. This letter will be sent out within 8 weeks of receiving your complaint and will detail our findings and advise of any further action we may choose to take. This is the final stage of our complaints process. If, for any reason we are unable to issue our final response within 8 weeks of receiving your complaint, we will write to you and explain why. We will also let you know when you can expect our final response. At this point we will provide you with details of the appropriate Ombudsman service and explain how you can refer your to complaint to them if you wish.
What to do if you remain dissatisfied
If you are dissatisfied with our response you may refer your complaint to the appropriate Ombudsman service. You have six months from the date of our final response letter to refer the matter to the Ombudsman. The firm will not consent to the Ombudsman considering the complaint after this 6 month period has elapsed.
If your complaint relates to the administration or management of your pension scheme you can contact:
The Pension Ombudsman
11 Belgrave Road
Tel: 0207 630 2200
All other complaints may be referred to:
The Financial Ombudsman Service
Tel: 0800 023 4567
Avalon is a platform service provider and investment administrator and as such, does not provide any form of advice to customers. Our services are provided to customers through regulated advisers only.
Avalon is a trading name of Embark Investment Services Limited, which is authorised and regulated by the Financial Conduct Authority. Financial Services Register Number: 737356