COMPLAINTS

We aim to provide the highest standard of service to all of our clients. If at any time you wish to make an enquiry or make a complaint either in writing or verbally in connection with any matter concerning the service you have received from Infinitum, you should follow the below procedures. We believe that in most cases these can be resolved to your satisfaction in conjunction with your normal contacts at Infinitum.
Infinitum’s Compliance Officer will investigate your complaint, unless they are the subject of the complaint in which case the Infinitum CEO will investigate the complaint.
Infinitum will aim to resolve your complaint on the day of receipt or if this is not possible within three business days of receipt. In the unlikely event that Infinitum cannot resolve your complaint straightway, Infinitum will, within five business days of receipt of the complaint, send you an acknowledgement and where possible fully resolve your complaint.
Infinitum will always aim to resolve your complaint as soon as possible.
When we have investigated your complaint fully, Infinitum will send you a written response.

• If Infinitum can’t resolve your complaint within four weeks, Infinitum will contact you with a reason why.
• If Infinitum can’t resolve your complaint within eight weeks, Infinitum will send you:

a. A Resolution; or
b. A Response which:

*Confirms and explains that Infinitum is not in a position to make a response;

*Provides reasons for the further delay and tells you when Infinitum are likely to provide a response; and if appropriate provide details of referral rights to the Financial Ombudsman Service if you are dissatisfied with the delay.
A copy of Infinitum’s internal complaints procedure is available on request.