Complaint Handling Procedures
At Ashton Financial Partners, we strive everyday to meet the level of service, the quality and standards which we promised to you when on-boarding you as a valued client.
However, their might be instances where you feel that your expectations have not been met or a matter could have been dealt differently to achieve the desired result. In these cases we would like to hear from you. Your feedback is important to us at Ashton Financial Partners as this will ensure we maintain a best-in-class quality of service.
You can lodge your complaint with the usual point of contact in charge of your account or by sending an email to firstname.lastname@example.org
After receiving a complaint, whether, in writing or verbal, we will ensure that an investigation is carried out within a reasonable time frame and the conclusion communicated to you.
The complaint will be acknowledged in writing within twenty-four business hours.
The acknowledgement will indicate when you can next expect to receive communication from Ashton Financial Partners regarding the complaint.
The maximum holding period is 4 weeks, however, regular up-date communications with you are expected during the holding period.
Should we not be able to conclude our investigation within the 4 weeks period, an explanatory letter will be sent to you detailing the progress so far and the rationale for not being able to close the matter.
We believe that a satisfactory conclusion will be made at the end of the investigation which can only strengthen the trust you place in us and motivate us to exceed your expectations.