Complaints Policy and Complaints Management Procedures

• About Us

  Hilbert Investment Solutions Limited ("Hilbert") is authorised and regulated by the Financial Conduct Authority (“FCA”). Our Financial Services Register number is 698380, and our company number is 08956837.We are committed to providing a high-quality professional service to all our clients and maintaining a reputation for trust and responsibility.

• What is a Complaint?

  A complaint is when a client expresses dissatisfaction (either in writing or verbally) about our services. A complaint may involve:
  • Financial loss
  • Significant distress
  • Significant inconvenience

• How to Make a Complaint

  If you are unhappy with our service, you can submit a complaint through the following methods:
  Hilbert Investment Solutions Limited

  Address:6th Floor, 51 Lime Street, London EC3M 7DQ

  Email:contact@hilbert-is.com

  Phone:+44 (0)20 3808 7138
  We encourage feedback and will work to resolve issues quickly.

• Our Complaint Process

  Any Hilbert staff member can receive a complaint and will try to resolve it immediately with help from the Compliance department.To help us address your issue quickly, please include:
  • Your full name
  • Your account number
  • The date the issue occurred
  • A clear description of the issue
  Our Compliance department operates independently and will review your case fairly. If needed, they may contact you for more details. They will assess whether we acted correctly and determine if compensation is due.

• Complaint Investigation Process

  • We will acknowledge your complaint within five (5) business days.
  • If we resolve it within three (3) business days, we will send you a summary of how we resolved it.
  • If it takes longer, we will keep you updated and may request more details.
  • We aim to resolve complaints as quickly as possible, but it may take up to eight (8) weeks.

• Final response

  If we have not resolved your complaint within eight (8) weeks, we will:
  • Provide a final response explaining our decision (including any compensation or corrective action).
  • Inform you of your right to refer the complaint to the Financial Ombudsman Service (“FOS”) if you are not satisfied.
  If we need more time, we will:
  • Explain why we need more time and when we expect to respond.
  • Inform you that you can escalate the complaint to the FOS.
  • Provide FOS contact details and an explanatory leaflet.

• What If You Are Still Unhappy?

  If you are not satisfied with our response, you can contact the Financial Ombudsman Service (FOS) within six (6) months:
  Financial Ombudsman Service

  Address:Exchange Tower, London, E14 9SR

  Email:complaint.info@financial-ombudsman.org.uk

  Phone:+44 (0)800 023 4567

  Website:https://www.financial-ombudsman.org.uk

• Record Keeping

  • We will keep a record of all complaints for five (5) years.
  • We report complaint statistics to the FCA twice (2) a year.