We are committed to providing a fair, transparent, and efficient complaints process. If you are dissatisfied with any aspect of our services, please contact us so we can investigate and attempt to resolve the matter promptly.
Please direct all complaints to Our Compliance Officer in the first instance
All complaints should first be submitted to our Compliance Officer in writing.
Compliance Officer
Email: compliance@altoprivateclients.com
Address: Building 2, Ground Floor, Guildford Business Park, Guildford, GU2 8XG
Please include:
- Your full name and contact details
- Your account or reference number (if applicable)
- A clear description of your complaint
- Any supporting documents or correspondence
We will acknowledge receipt of your complaint and aim to resolve it as quickly as possible in accordance with applicable regulatory requirements.
Escalating Your Complaint
If you are not satisfied with the final response provided by our Compliance Officer, you may refer your complaint to the relevant external dispute resolution authority depending on the jurisdiction of your relationship with us.
European Offices
Complaints relating to our European operations may be referred to the:
Office of the Arbiter for Financial Services
Further information and complaint submission details are available here:
Office of the Arbiter for Financial Services
United Kingdom
Complaints relating to our UK operations may be referred to the:
Financial Ombudsman Service
Further information can be found here:
Financial Ombudsman Service
Online complaint form:
FOS Complaint Form
Dubai Branch
Complaints relating to our Dubai branch may be referred to the:
Capital Markets Authority (CMA)
(formerly the Securities and Commodities Authority – SCA)
Further information is available here:
Capital Market Authority (UAE)
The Office of the Arbiter for Financial Services acts independently and provides a service as an unbiased adjudicator to resolve external disputes. The Arbiter is totally independent and impartial of all parties concerned to the complaint. If you have a complaint and are unhappy with our response you can write to the Arbiter of Financial Services at the below contacts: The Office of the Arbiter for Financial Services Address: N/S in Regional Road, Msida MSD 1920, Malta Telephone: (+356) 21249245 Website: https://www.financialarbiter.org.mt Email: complaint.info@asf.mt
