PIER Investment Management Limited

Complaint Handling Procedures for Clients

Your right to complain

Although it is our absolute priority to work to the highest standards for all of our clients, we understand that there may be occasions where you are not happy with the services that you have received. Consequently, we have a complaints procedure in place.

Who to contact

If you are unhappy with our services, please contact us.

  • By phone: 01273 916834
  • By email: contact@pierim.co.uk
  • By post: Pier Investment Management Ltd, Park Gate, 5th Floor, 161-163 Preston Road, Brighton, East Sussex, BN1 6AU
  • In person: Our offices are open Monday to Friday 9am to 5pm (excluding bank holidays).

What we do when a complaint is received

Our actions will be the same whether your complaint is made verbally or in writing. We aim to assess any complaint fairly, consistently and promptly.

Following an assessment, where possible, we will resolve your concerns within 3 working days of receiving the complaint.

If we can resolve your complaint within 3 working days, we will:

  • Contact you by the end of the third day of receiving your complaint, with a written summary of our findings and conclusion.

If we cannot resolve your complaint within 3 working days, we will:

  • Write to you within 5 working days of receiving your complaint and provide a contact name.
  • Set out our understanding of the complaint.
  • Investigate your complaint further which may require additional information and/or permissions from you.
  • Aim to complete our investigation within 8 weeks of receiving your complaint.
  • Write to you again when we have completed our investigation, confirming:
    • Details of our investigation
    • Whether your complaint should be upheld or not
    • What corrective action or redress (or both) may be suitable
  • If it has not been possible to complete our investigation within 8 weeks of receipt, we will write to you again, explaining:
    • The reason for the continued delay
    • When we anticipate being able to provide a final response

If you are unhappy with our response

If you are not satisfied with our response, you may refer your complaint to the Financial Ombudsman Service (FOS) free of charge. We will provide full details of how to do this when we write to you.

What we do if your complaint is not about our firm

If you complain to us, but we are satisfied that the complaint relates to another firm, we will:

  • Write to the firm concerned and request that they contact you directly.
  • Enclose a copy of the original complaint correspondence or verbal record.
  • Write to you, confirming contact details for the other firm. We will also enclose a copy of the correspondence that we sent to that firm.