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Complaints

Here at Architas we always aim to provide the highest standard of service to our clients. 

However, on occasions we may fall short and you may express dissatisfaction. Our aim is to treat all complaints fairly, promptly and objectively. Please contact us if you need this information in larger print or a different format and we will try our best to help.

If I am dissatisfied, how can I make a complaint?

If your complaint relates to your investment in funds operated by Architas Multi-Manager Limited, you can write to us or phone us at:

Architas Multi-Manager Limited
PO Box 10939
Chelmsford
CM99 2XU

Customer Services: 0800 953 0197
Monday to Friday 9.00am - 5.30pm; calls may be recorded and calls are free from landlines and mobiles within the UK.

Customer Services (International): +44 1268 448666
Monday to Friday 9.00am - 5.30pm; calls may be recorded.

Will it cost me anything to make a complaint?

No. It won't cost you any money to make a complaint to Architas.

Who will deal with my complaint?

All complaints are dealt with by an individual unconnected to the complaint itself, to ensure that your concerns are investigated by someone independent.

How soon can I expect a reply?

We will aim to settle the complaint promptly and fairly. We will send an acknowledgement within five business days that will contain a copy of our complaints procedure. You can expect to receive a final reply within a maximum of eight weeks. However, we aim to investigate the complaint as quickly as possible and reply immediately when our investigation is complete. You will be kept up to date with the progress of your complaint. 

What can I expect in the final reply?

Our final reply will:

  • Summarise your complaint;
  • Tell you the results of our investigation;
  • Tell you whether we agree or disagree with your complaint;
  • Be open in acknowledging any mistakes that may have happened;
  • Tell you if we will offer any compensation and, if so, on what basis;
  • Tell you if we have not yet completed our investigation, the reasons why not and when you can expect our reply;
  • Tell you of your right to refer the complaint to the Financial Ombudsman Service - if we have not completed our investigation, or if you are not satisfied with the reply or you are still unhappy; and
  • Provide details of the Financial Ombudsman Service and their contact details.

What happens if I am not satisfied with the reply or I am still unhappy? 

The vast majority of complainants (individuals plus certain businesses and charities) will be eligible to refer their complaint to the Financial Ombudsman Service within six months of receiving our final reply. This is an independent body set up to deal with complaints from consumers who are not satisfied with the reply they have received from firms, or are still unhappy. This is a free service and more information can be found at  www.financial-ombudsman.org.uk

When can I contact the Financial Ombudsman Service?

You can only contact the Financial Ombudsman Service if the firm has had eight weeks to deal with your complaint and it has not sent you its final reply in this time, or it has sent you its final reply but you are not satisfied with the final reply or you are still unhappy.

How can I contact the Financial Ombudsman Service?

You can contact the Financial Ombudsman Service by telephone (Monday to Friday – 8am to 8pm; Saturday – 9am to 1pm) using the phone numbers below.

Within the UK: 0800 023 4567 (calls to this number are now free within the UK on mobile phones and landlines).

Outside the UK: +44 20 7964 0500 (the Ombudsman will be happy to phone you back, if you're worried about the cost of calling them).

You can also write to the Financial Ombudsman Service at:

Financial Ombudsman Service
Exchange Tower
Harbour Exchange
London
E14 9SR

You can also contact the Financial Ombudsman Service online at https://help.financial-ombudsman.org.uk/help

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