Last Updated: May 12, 2023
At Heritage Assets, we are committed to providing our clients with the highest level of service. We recognize that sometimes things may go wrong, and when they do, we want to hear about it. Your feedback helps us improve our services and resolve any issues you may have experienced.
This document outlines our complaints handling procedure and explains how you can raise a complaint and what you can expect from us.
If you are dissatisfied with any aspect of our service, you can make a complaint through any of the following channels:
Send your complaint to complaints@heritageassets.com
Call our dedicated complaints line at +44 20 1234 5680
Available Monday to Friday, 9:00 AM to 5:00 PM (UK time)
Complete our online complaint form below
Write to us at:
Complaints Department
Heritage Assets Ltd.
123 Financial Street
London, UK EC2V 7PP
To help us investigate and resolve your complaint efficiently, please provide the following information:
We will acknowledge receipt of your complaint within 1 business day.
Your complaint will be assigned to a dedicated complaints handler who will investigate the issues raised.
We may contact you to gather additional information or clarify details about your complaint.
We aim to resolve your complaint within 15 business days. For complex cases, this may extend to 35 business days, but we will keep you informed of our progress.
We will provide you with a written final response that addresses all points raised in your complaint and outlines our findings and decision.
If you are not satisfied with our final response, or if we have not resolved your complaint within 35 business days, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS):
Financial Ombudsman Service
Exchange Tower
London E14 9SR
Telephone: 0800 023 4567 or 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
You must refer your complaint to the FOS within 6 months of the date of our final response.
We maintain records of all complaints for a minimum of five years. These records include the complaint details, our investigation, communications with you, and the final resolution. This information is used to improve our services and may be shared with regulators upon request.
You can submit your complaint using the form below:
If you have any questions about our complaints procedure, please contact our Complaints Team:
Complaints Team
Heritage Assets Ltd.
123 Financial Street
London, UK EC2V 7PP
Email: complaints@heritageassets.com
Phone: +44 20 1234 5680
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