Complaints Handling Procedure

Effective Date: June 2018

1. Introduction

Your experience at Laurent Hallut Wealth Management is important to us. If we do not deliver the standard of service you expect or if we make a mistake, we would like to know about it so we can put things right as quickly as possible and make improvements to prevent a reoccurrence.

If you have a complaint about any aspect of our service please contact us by telephone, email or post.

Telephone: +44 208 068 1416

All calls will be recorded for training and monitoring purposes.


Address: Compliance, Laurent Hallut Wealth Management,
Level 8, 25 Cabot Square, Canary Wharf, London E14 4QA, United Kingdom

To help us investigate and resolve the complaint as quickly as possible, please provide us with the following information:

We will try to resolve your complaint quickly and with minimum inconvenience to you. Please bear in mind that some complaints are more complex and will require longer investigation.

Below we set out how Laurent Hallut Wealth Management will handle your complaint and explain further rights you have should we not be able to resolve the issue to your satisfaction.

2.  Procedure

3.  Redress

Laurent Hallut Wealth Management will offer fair compensation for acts or omissions for which the company is responsible.

4.  Your rights

If you remain dissatisfied with our efforts to settle your complaint, you have the right to refer your complaint to the Financial Ombudsman Service (FOS) who deals with unresolved complaints from eligible complainants. You must refer your complaint to FOS within 6 months of the date of our final response letter. Please note if you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.

If your complaint is investigated by the Ombudsman, Laurent Hallut Wealth Management will co-operate fully with the Ombudsman’s enquiries.

The contact details for the Financial Ombudsman Service are:

Address: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR


calls to this number are now free on mobile phones and landlines

calls to this number cost no more than calls to 01 and 02 numbers

calls using next generation text relay


Please check the FOS website to determine whether you are an eligible complainant.

  • Square de MeeĆ»s 35,
  • Brussels 1000
  • +32 2 808 57 92

  • 25 Cabot Square, Canary Wharf
  • London E14 4QA
  • +44 208 068 1416