External complaints policy

Our complaints handling processes is detailed below:

A complaint or issue of dissatisfaction should be submitted to the firm, free of charge, in the following ways to the firm’s Complaints Management Function:
In writing to: Stefano Del Zompo at 67 Lonsdale Road, SW139JR London (UK)
By phone: Fathom’s switchboard?
By email: compliance@risktailors.com

On receipt of your communication we will undertake an assessment as to whether this is a complaint and should be handled in line with our internal complaints policy.
We will provide written acknowledgement of your complaint promptly and will keep you informed of our progress in reviewing your complaint.

We will ensure that we investigate the complaints competently and diligently. We will review the complaint impartially and will ensure that we seek additional information where necessary. Our assessment of the complaint will be made promptly, fairly and consistently. We will review the subject matter of the complaint and assess whether the complaint should be upheld. We will assess the remedial action or redress that is appropriate if the complaint is upheld and will also assess whether another respondent party who is solely or jointly responsible for the issue raised within the complaint.

Where the offer of remedial action or redress is accepted, we will ensure that we comply with the terms of this.