Introduction

Parkwalk Advisors Limited (“Parkwalk”) is authorised and regulated by the Financial Conduct Authority (“FCA”) in the United Kingdom.  We are required to have in place effective and transparent procedures for the reasonable and prompt handling of complaints received from complainants.

The below sets out the complaints handling procedures that we will follow in the event that you make a complaint.

How can you make a complaint?

You can make a complaint by any reasonable means – for example, letter, fax, email, telephone or in person.

What will we do once we receive your complaint?

Your complaint will be referred to our Compliance Officer, Ms Kathy Samii, as soon as possible.  In the event that the Compliance Officer is involved in the subject matter of the complaint, your complaint will be referred to another director of Parkwalk.

We will promptly acknowledge your complaint in writing.  In this acknowledgement we will provide the name and title of the person that is handling your complaint.  We have given this individual the authority necessary to investigate and settle the complaint.  We will also include a copy of this policy.

Investigating and resolving your complaint

We will investigate your complaint fairly, consistently and promptly, determine whether the complaint should be upheld, and (if appropriate) determine remedial action and / or redress.  We will set out our conclusions in a final response to you.

If we decide that redress is appropriate we will aim to provide you with fair compensation for any acts or omissions for which we are responsible.  If you accept our offer we will promptly provide the compensation to you.

Our timetable for responding to you

Once we have acknowledged your complaint, we will keep you informed of our progress.  Within eight weeks of us receiving your complaint we will send you either a final response or a written response which explains why we are not in a position to make a final response to you and when we might be expected to provide one.

If you are an eligible complainant, our response will also:

  • inform you that you may refer your complaint to the Financial Ombudsman Service (FOS) if you are not satisfied with the outcome of your complaint; and
  • enclose a copy of the FOS consumer leaflet or a link to the leaflet on the Financial Ombudsman Service website if we are corresponding via email.

Financial Ombudsman Service

If you are an eligible complainant, you can refer your complaint to the FOS if you are not satisfied with the outcome of your complaint. 

An eligible complainant is defined as (at the time of the complaint):

  • a private individual.
  • a “micro-enterprise” – a business that has fewer than 10 employees and a turnover/annual balance sheet not exceeding €2 million .
  • A small business which is not a micro – enterprise, has an annual turnover of less than £6.5 million; and has an annual balance sheet total of less than £5 million, or employs fewer than 50 people.
  • a charity which has an annual income of less than £6.5 million.
  • a trustee of a trust which has a net asset value of less than £5 million
    • individuals who act as personal guarantors for loans to businesses they’re involved in.

Small businesses can bring a complaint only in relation to an act or omission by the financial business which occurred on or after 1 April 2019.

Your rights are set out in the Financial Ombudsman Service consumer leaflet “Want to take your complaint further”, which we will provide to you as part of the complaints process.  Please remember that if you wish to refer a complaint to the FOS, you must do so within 6 months of us sending you our final response.

We will fully cooperate with the FOS, and will promptly comply with any settlements or awards made by it.

The contact details for the Financial Ombudsman Service are:

Please note, however, that if you are not an eligible complainant you will not be able to refer your complaint to the Financial Ombudsman Service (“FOS”) if you are not satisfied with the way we have handled your complaint.

Closing complaints

We will regard your complaint as closed in the following circumstances:

  • once we have sent you a final response; or
  • where you have told us in writing that you accept an earlier response that we have sent to you; or
  • if you refer your complaint to the FOS, when the FOS informs us that the complaint has been closed.

Questions

If you have any questions about our complaints process, you can contact our Compliance Officer, Ms Kathy Samii in one of the following ways:

Parkwalk Advisors Limited
Warwick House
25-27 Buckingham Palace Road
London
SW1W 0PP
020 7759 2294
ksamii@parkwalkadvisors.com