Complaints

Quality of Service

Quantuma places a high priority on the services provided to clients and is keen to ensure that the quality of this is maintained. If at any time you would like to discuss how Quantuma could improve its service, or if you are dissatisfied with the service you are receiving, please contact Frank Wessely, Compliance Partner at Quantuma LLP, 81 Station Road, Marlow, Buckinghamshire SL7 1NS telephone 01628 478100 or email: marlow@quantuma.com in the first instance.

Complaints

Quantuma take any complaint seriously and will look into any complaint made carefully and promptly. If you are not satisfied with the way your complaint is dealt with, you may wish to take up the matter with the Insolvency Complaints Gateway which is operated by the Insolvency Service. You can find out more at: https://www.gov.uk/complain-about-insolvency-practitioner

In relation to work carried out for individuals under Quantuma LLP’s authorisation (FRN 707283) provided by the Financial Conduct Authority, the following additional provisions will apply.

If full resolution of the complaint is not possible within the above timescales, Quantuma LLP will contact the complainant within four weeks either with a resolution or a holding response explaining why it was not possible to resolve the complaint at that time.

Eight weeks after receipt of the complaint, Quantuma LLP must issue:

1. A resolution; or
2. A holding response which:

  • explains that we are still not in a position to make a full response; and
  • provides the reasons for the delay and the timescale for responding, provides details of referral rights to the Financial Ombudsman Service (FOS) if there is dissatisfaction with the delay.

If the complainant is unhappy with Quantuma LLP’s resolution they may be eligible to refer the complaint to the FOS.

There are time limits for referring complaints to the FOS. This must happen within six months of the date of the letter advising the complainant of their options. If that does not happen in time, the FOS will not have Quantuma LLP’s permission to consider the complaint.

Contact details for the FOS are:

The Financial Ombudsman Service (FOS),
Exchange Tower,
London,
E14 9SR

Tel: 0800 023 4567

Email: complaint.info@financial-ombudsman.org.uk

Further information is available on the FOS website: www.fos.org.co.uk