Legal
Complaints Procedure
We take every concern seriously. This is how to raise a complaint and what happens once we receive it.
Version v1.0 · Effective 4 August 2026
How to make a complaint
If any part of our service has fallen short, please tell us. A complaint may be made in writing or by telephone, and it helps if you include your name, the best way to reach you, any reference number, and a clear description of what has happened.
Where to send it
- Email: info@rslwealthmanagement.co.uk
- Telephone: 020 3818 1116
- Post: Complaints, Kemp House, 128 City Road, London, EC1V 2NX, England, United Kingdom
What happens next
- We acknowledge your complaint promptly and confirm who is handling it
- We review the file, the correspondence and, where relevant, speak with the adviser involved
- We keep you updated on progress if the review takes longer than expected
- We write to you with our findings, our conclusion and any action we propose to take
Internal review
Complaints are reviewed independently of the adviser concerned. Where a complaint is upheld, we identify the cause, put matters right where we can, and record the outcome so that our processes improve. Senior management oversees the review of every complaint we receive.
If you remain dissatisfied
If you are not satisfied with our final response, you may wish to seek independent advice about the options available to you. Where your complaint concerns how we have handled personal information, you may also raise it with the Information Commissioner's Office at ico.org.uk.
Questions
If anything here is unclear, or you would like to exercise a right described in these policies, write to us and a member of the team will respond personally.
RSL Wealth Management · Kemp House, 128 City Road, London, EC1V 2NX, England, UK · Company number 14230726