1. INTRODUCTION

 

1.1 armeco Ltd (“the Company”) endeavours to deliver its services to the highest possible standards and welcomes feedback where those standards are not met. Complaints are regarded as valuable feedback and an opportunity to learn, improve, and enhance the quality of our services.

1.2 This procedure applies to complaints made by individuals regarding the Company’s services, activities, conduct, or standards. A complaint may relate to an action taken by armeco Ltd, a failure to act, the standard of service provided, or general dissatisfaction in dealings with the Company.

1.3 All complaints will be handled in accordance with this procedure. Any question or dispute concerning the appropriate procedure for dealing with a complaint will be determined by the Director of Armeco Ltd.

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2. TIMESCALES, PRINCIPLES & CONDUCT

2.1 armeco Ltd will make every reasonable effort to handle complaints promptly, efficiently, and fairly. However, complaints considered by the Director to be frivolous, malicious, or vexatious will not be accepted. Anonymous complaints will not normally be accepted unless the Director determines otherwise at their sole discretion.

2.2 All parties are expected to act reasonably, courteously, and in good faith and to comply with this procedure. All complaints will be treated confidentially, subject to the need to safeguard customers and ensure a full and fair investigation. Where a complaint concerns a member of staff, they will normally be informed unless exceptional circumstances apply.

Armeco Ltd is a limited liability company and is regulated by the Financial Conduct Authority (FCA).

2.3 All complaints will be objectively investigated by an Operations Manager or other appropriate officer appointed by the Director. To enable effective investigation, complaints should be raised as soon as possible after the matter arises. Complaints relating to matters that occurred more than three (3) months prior will not normally be accepted unless the Director considers there to be exceptional circumstances.

2.4 The Company aims to provide a written response at Stage 1 and Stage 2 within 15 working days of receipt of the complaint, or as soon as reasonably practicable thereafter. A working day is defined as a day on which the Company is open for business.

2.5 The Director of Armeco Ltd is responsible for ensuring complaints are handled in accordance with this procedure and that response times are adhered to.

 

3. STAGE 1 – INFORMAL COMPLAINTS

3.1 Most complaints can be resolved informally. Customers are encouraged to raise concerns directly with the Compliance Officer or relevant staff member on a one-to-one basis. All parties should engage openly and constructively with the aim of resolving the matter promptly.

3.2 If the complaint cannot be resolved satisfactorily at the informal stage, the complainant may proceed to the formal complaints procedure set out below.

 

4. STAGE 2 – FORMAL COMPLAINTS PROCEDURE

 

4.1 Formal complaints must be submitted in writing to the Director of armeco Ltd. Complaints must be made within three (3) months of the incident giving rise to the complaint or, where applicable, within ten (10) working days of completion of Stage 1.

4.2 To be accepted as a formal complaint, the complainant must provide:

• Full contact details of the complainant

• Full details of the event or issue giving rise to the complaint

• Details of the resolution or outcome sought

4.3 Upon acceptance of a formal complaint, the Director will appoint an appropriate Lead Officer (“the Lead”) to investigate the complaint and report back. The investigation may include written statements, meetings, or other enquiries as deemed necessary. The complainant is expected to cooperate fully and respond promptly to any reasonable requests.

4.4 The Lead will aim to complete the investigation within twenty (20) working days of appointment. In complex or exceptional cases, timescales may be extended. This includes situations where incomplete information or lack of cooperation delays the investigation.

4.5 Upon completion of the investigation, the Lead will submit a report to the Director. The Director will then issue a Final Response in writing, which will include:

• The decision to uphold or reject the complaint

• The reasons for the decision

• Any remedy or corrective action (where applicable)

• Information on the next steps available to the complainant