Our objective in Wellesley is to respond to client complaints in a courteous, timely and fair manner. All complaints, whether oral or written, should be referred to the Managing Director. This procedure is operated by the firm in relation to its financial services provided under the Consumer Protection Code 2025.
Complaints may be submitted by clients orally or in writing, including by post or by electronic means.
Oral Complaints
Where a client makes an oral complaint that we cannot immediately resolve, we should offer the client the opportunity to have the complaint handled in accordance with our formal Complaints Procedure set out below. In this situation, we should document the details of the client’s complaint ourselves.
Complaints Procedure
a) A written acknowledgement of the complaint will be sent to the client not later than 5 working days
after the complaint was received by Wellesley. A copy of the acknowledgement is saved in the
client’s file. This acknowledgement will contain a copy of these procedures and notification that the
complainant can refer the matter to the Financial Services and Pensions Ombudsman (FSPO) if
he/she is not happy with the outcome of our investigation, or if the matter has not been resolved
within 40 business days, the anticipated timeframe within which the firm hopes to resolve the
complaint. Contact details of the Financial Services and Pensions Ombudsman (FSPO) will also be
provided.
b) The complainant will be provided with the name of the individual in Wellesley appointed to deal
with their complaint.
c) The complainant will be provided with written updates on the progress of the investigation of
his/her complaint every 20 working days.
d) The complaint is actively investigated, and a comprehensive response is sent to the client not later
than 8 weeks (40 business days) following receipt of the original complaint.
e) Where the complaint has not been resolved within the 8 weeks, we will inform the client of the
anticipated timeframe within which we hope to resolve the complaint. We will also advise our client
at this time of their right to refer the matter to the Financial Services and Pensions Ombudsman
(FSPO) and provide them with contact details for same.
f) Where the complaint relates to an Insurance Company/Stockbroker/Product Producer/Underwriter
with whom business has been placed on behalf of our client, we will forward the complaint to that
firm. However, we will endeavour to ensure that the Insurance Company/Stockbroker/Product
Producer/Underwriter deals with the complaint until a satisfactory conclusion is reached.
g) When the complaint has been fully investigated, we will issue a summary letter to the client within
5 working days of completion of the investigation. The letter will set out, if appropriate, details of
any offer of settlement.
h) Where it has not proved possible to resolve the client’s complaint, the client remains dissatisfied
with the outcome and we believe that Wellesley cannot make any further progress on the matter,
the client will be advised of this. The client will again be advised that they are entitled to refer their
complaint to the:
Financial Services and Pensions Ombudsman (FSPO) Lincoln House,
Lincoln Place,
Dublin 2. D02 VH29
Tel. 01 5677000
info@fspo.ie
i) Should the client advise us that they wish to pursue their complaint with the Financial Services and
Pensions Ombudsman (FSPO) a ‘final response’ letter will be issued to the complainant in
accordance with the FSPO timeframes. The Managing Director will issue this letter outlining
Wellesley’s position in relation to the complaint. This letter must be issued within a timeframe of a
maximum of 25 days from official notification by the Financial Services and Pensions Ombudsman.