Complaints Procedure

Tell us what went wrong

At Puma Investments we endeavour to provide our customers with the highest level of service. When things go wrong, we want to resolve the problem immediately.

In the event you'd like to make a complaint, you can contact us by:

• Email: [email protected]
• Telephone: 020 7408 4100
• Write to: Complaints, Puma Investments, Cassini House, 57 St James’s Street, London, SW1A 1LD.

We aim to ensure that all complaints are dealt with in a fair and prompt manner.

What happens next?

Acknowledgement of your complaint

Upon receipt of a complaint, we endeavour to acknowledge this in writing within three business days of receipt. Where it is possible to resolve the complaint within three business days, we will issue a ‘Summary Resolution Communication’ responding to the complaint, explaining that we believe it to have been resolved.

Within 8 weeks

Some complaints can take longer to resolve than others and we aim to keep you updated throughout the process. For any complaints we are unable to resolve within three business days, you should expect to receive one of the responses below within eight weeks of the complaint:

• A ‘Final Response’ to the complaint; or
• A written response which explains why we are not yet able to issue a ‘Final Response’, giving reasons for the delay, alongside an indication of when you are likely to receive the ‘Final Response’.

The Financial Ombudsman Service (FOS)

If you are not satisfied with our response, you may be entitled to refer the matter to the Financial Ombudsman Service (FOS) for its consideration. This must be done within six months of the date you receive our final response.

For further information, please click on the link to an explanatory consumer leaflet entitled “Want to take your complaint further?” issued by the FOS: https://www.financial-ombudsman.org.uk/businesses/resolving-complaint/ordering-leaflet/leaflet.