Amanah Asset Management In-house Complaint's Procedure

In the first instance, all complaints must be submitted in writing to allow us to fully understand  the nature of the issue. 

Please include as much information as possible, including:

• Details of the service provided

• The individuals or matters involved

• The reason you feel the service did not meet your expectations

All complaints will be acknowledged in writing within 3 working days of receipt. 

The  complaint will then be investigated by a suitably senior member of staff who has not been directly involved in the matter, wherever possible, to ensure impartiality. A full written  response will be provided within 15 working days of the complaint being received.  

Stage 2 - Final Review

If the complainant remains dissatisfied, they may request that the complaint be escalated to  Stage 2. The matter will then be reviewed by a different senior member of staff who has not  previously been involved in the complaint, ensuring an independent assessment.   

A final written response will be issued within 15 working days of the escalation request.