Complaints Policy & Process
At Paratus Wealth, we are committed to providing high-quality advice and exceptional service to all our clients. However, we understand that sometimes things may not go as expected. When that happens, we want to hear from you, your feedback helps us put things right and continually improve our service.
1. Our Commitment to You
We take every complaint seriously and aim to resolve issues quickly, fairly, and transparently.
Our promise to you:
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We’ll listen carefully and treat your concerns with respect.
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We’ll keep you informed throughout the process.
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We’ll use your feedback to strengthen how we serve all our clients.
2. How to Make a Complaint
You can contact us in whichever way is most convenient:
By Email: Complaints
When contacting us, please include:
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Your name and contact details
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A brief description of what happened
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Any documents or information that may help us understand your concern
3. What Happens Next
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Acknowledgement – We will acknowledge your complaint within 5 working days of receiving it.
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Investigation – A senior member of our team, independent of the matter, will carefully review all relevant details.
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Response – We aim to provide a full response within 8 weeks. If more time is required, we’ll explain why and let you know when you can expect an outcome.
4. If You Are Not Satisfied
If you are not satisfied with our complaint resolution, we shall inform you of other avenues for resolution available to you.
5. Continuous Improvement
Every complaint gives us an opportunity to learn.
We regularly review the nature and outcomes of complaints to identify patterns and make improvements to our services, training, and internal processes.
6. Contact Us Anytime
We value your trust and appreciate the opportunity to put things right.
If you have any questions about our complaints process, please email Client Servicing