We are here to help
Esper Wealth aims to provide a professional service and to deliver outstanding customer satisfaction.
However, we understand that we don’t get it right every time. This is why we have a formal complaints procedure in place.
Furthermore, we are also committed to using complaints as a way to review and improve the services which we provide.
Esper Wealth aspires to resolve all complaints informally and directly usually by the Property Consultant who is your point of contact.
When an informal resolution is not possible Esper Wealth has a clear and fair complaints procedure to follow.
We will acknowledge your complaint within 3 working days of receipt and begin our in house complaints process. We may request additional information to assist with the investigation if required. Human Resources will undertake a full investigation into your complaint and speak to all the people involved to formulate a response. This response will be sent to you by letter or email within 10 working days. For more complex complaints may require longer to investigate. If a response cannot be prepared within 10 working days, we will inform you of when a full response can be expected. If you remain dissatisfied at this stage, you can ask for a stage two review of the complaint by emailing the Managing Director, explaining the reasons why you do not agree with the stage one response.
Managing Director Review
We will acknowledge your stage two complaint by letter or email within 3 working days of receipt. We may request additional information to assist with the investigation if required. All documentation relating to your complaint will be provided to the Managing Director who will carry out a complete and detached review.
You will receive a written statement prepared by the Managing Director of Esper Wealth who will set out the review findings. This statement expresses Esper Wealth’s final stance within 15 working days. If a response cannot be prepared within this timescale, Esper Wealth will let you know when this can be expected, accompanied with the reason for the delay.
If you remain dissatisfied, you have the right to refer your complaint to:
The 1st Floor, Premiere House, Elstree Way, Borehamwood WD6 1JH
Please be aware that you have up to 12 months from the date of your final viewpoint letter to refer your complaint to the Ombudsman in writing if you wish to pursue this matter.