Complaints Procedure

Raising a concern

If a Client is dissatisfied with a service, we encourage the Client to raise the matter promptly so that it can be investigated.

How to submit a complaint

Complaints should be sent to:

Coutts Consultants Ltd
20 Wenlock Road
London N1 7GU
United Kingdom

Email: info@couttsconsultants.com

What to include

The communication should include:

• Client name;
• relevant company or organisation;
• service concerned;
• order/invoice/reference number where available;
• description of the issue;
• relevant supporting information; and
• the resolution sought.

How we handle complaints

Coutts will acknowledge complaints within a reasonable period and investigate them objectively.

We aim to provide a substantive response as soon as reasonably practicable, taking account of the nature and complexity of the complaint.

Where additional time or information is required, the Client will be informed.

Your statutory rights

Nothing in this procedure restricts any statutory rights or legal remedies available to a Client.