Complaints Handling 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.

If you'd like to make a complaint, you can contact us by:

•    Email: [email protected] 
•    Telephone: 020 7096 8453
•    Write to: Complaints, Puma Investments, Cassini House, 57 St James’s Street, London, SW1A 1LD. 

You may raise a complaint through any of these channels or through any other reasonable means of contacting us. Any expression of dissatisfaction relating to our services or the handling of your personal data will be treated as a complaint.

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 will acknowledge this in writing promptly and aim to do this within three business days of receipt. For complaints relating to the handling of personal data, we will acknowledge receipt within 30 days at the latest, in line with applicable data protection law.

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.

Investigation and response

We will investigate your complaint appropriately, including making any enquiries necessary to understand the issues raised.

We will keep you informed of progress where a complaint cannot be resolved promptly.

For complaints relating to our regulated financial services, if we are unable to resolve the complaint within three business days, you should receive one of the following within eight weeks of the complaint:

•    A ‘Final Response’ to the complaint; or
•    A written response explaining why we are not yet able to issue a ‘Final Response’, including when you are likely to receive it.

For complaints relating to the handling of personal data, we will respond without undue delay following our investigation and will provide you with a clear explanation of the outcome of your complaint.

Data protection complaints

If your complaint relates specifically to the way Puma Investments has handled your personal data, including:
•    how your personal information has been collected, used, stored, shared or secured;
•    the handling of a data subject rights request (such as access, correction, deletion or objection); or
•    any other concern relating to compliance with data protection law

we will handle your complaint in accordance with applicable data protection legislation. 

You should raise any data protection complaint with us in the first instance so that we have an opportunity to investigate and resolve the issue.

Referrals to regulatory bodies

The Financial Ombudsman Service (FOS)
If you are not satisfied with our response to a complaint about our financial products or services, 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 of 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. 

The Information Commissioner’s Office (ICO)
If your complaint relates to the handling of your personal data and you are not satisfied with our response, you have the right to raise the matter with the Information Commissioner’s Office (ICO), the UK’s data protection regulator.

We encourage you to raise your concern with us first, as the ICO will normally expect you to have done so before it considers your complaint.

For further information:
•    Website: ico.org.uk 
•    Telephone: 0303 123 1113
•    Address: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF.