Complaints Policy

COMPLAINTS PROCEDURE

Chiltern Corporation Wealth Limited

Website: chilterncowealth.com

Last updated: 4 March 2026

 

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  1. OUR COMMITMENT

 

Chiltern Corporation Wealth Limited is authorised and regulated by the

Financial Conduct Authority (FCA), Firm Reference Number 1035953.

 

We are committed to providing a high standard of service. If something

goes wrong or you are dissatisfied with any aspect of our service,

please tell us. We take all complaints seriously and will investigate

them promptly, fairly and thoroughly in accordance with the FCA’s

Dispute Resolution rules (DISP).

 

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  1. WHAT IS A COMPLAINT?

 

A complaint is any expression of dissatisfaction, whether oral or

written, from an eligible complainant about the provision of, or

failure to provide, a financial service.

 

An eligible complainant includes:

– consumers (individuals acting for purposes outside their trade or

  profession),

– micro-enterprises (businesses with fewer than 10 employees and an

  annual turnover or balance sheet below €2 million),

– small charities with annual income of less than £6.5 million, and

– certain other categories of person defined in DISP 2.7 of the

  FCA Handbook.

 

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  1. HOW TO MAKE A COMPLAINT

 

You can make a complaint by any of the following methods:

 

By email:    info@ChilternCoWealth.com

By post:     Chiltern Corporation Wealth Limited

             Halbarne House

             1 Cambridge Road

             Beaconsfield

             Buckinghamshire

             HP9 1HW

By phone:    07710575704

 

To help us investigate your complaint as quickly as possible, please

include:

– your full name and contact details,

– a clear description of your complaint,

– the dates and any relevant reference or account numbers, and

– what outcome you are seeking.

 

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  1. HOW WE WILL HANDLE YOUR COMPLAINT

 

Step 1 — Acknowledgement

We will acknowledge your complaint in writing promptly after receiving

it, and no later than 5 business days of receipt.

 

Step 2 — Investigation

A senior member of our team who was not directly involved in the matter

will investigate your complaint. We will consider all the information

you have provided and any other relevant information we hold.

 

Step 3 — Final Response

We aim to resolve your complaint and issue a final written response

within 8 weeks of receipt.

 

Our final response will:

– accept the complaint and, where appropriate, offer redress or

  remedial action, or

– reject the complaint and explain our reasons clearly, and

– inform you of your right to refer the matter to the Financial

  Ombudsman Service (FOS) if you remain dissatisfied.

 

Step 4 — If We Need More Time

If we cannot issue a final response within 8 weeks, we will write to

you to explain why, indicate when we expect to resolve the matter, and

inform you of your right to refer your complaint to the FOS at that

stage.

 

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  1. THE FINANCIAL OMBUDSMAN SERVICE (FOS)

 

If you are an eligible complainant and you are not satisfied with our

final response, or if 8 weeks have passed since you made your complaint

and you have not received a final response, you have the right to refer

your complaint to the Financial Ombudsman Service (FOS) — free of

charge.

 

You must refer your complaint to the FOS within 6 months of the date

of our final response letter.

 

Financial Ombudsman Service

Exchange Tower

London E14 9SR

 

Website:   www.financial-ombudsman.org.uk

Phone:     0800 023 4567 (free from UK landlines)

           0300 123 9123 (from mobiles)

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

 

Referring a complaint to the FOS does not affect your right to take

legal action.

 

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  1. RECORDS AND REPORTING

 

We maintain a complaints log in accordance with FCA DISP requirements.

Complaints data is reported to the FCA on a regular basis as required

by our regulatory obligations.

 

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  1. UPDATES TO THIS PROCEDURE

 

We review this procedure regularly and may update it to reflect changes

in regulation or our processes. The “Last updated” date at the top of

this page indicates when the procedure was last revised.

An Icon of Elena Blair, an employee at Chiltern Corporation

Elena Blair

Elena holds the MCIPD qualification and has a wealth of HR, governance and compliance experience within blue chip multinational organisations. Committed to good practice, she strives to provide pragmatic and balanced advice and has great awareness of Corporate Social Responsibility. Elena has been acting as Vince’s personal PA and ran the Board Secretariat in his previous business.

An Icon of Lucy Tiddy, an employee at Chiltern Corporation

Lucy Tiddy

Lucy graduated from Manchester University and has spent most of her career in Financial Services. Her introduction to the industry was as a SIPP administrator at Legal & General, before progressing to SIPP manager responsible for implementing regulatory and tax changes. She then worked for a wealth management firm, before moving to Chalfont where she supports the Partners providing financial planning services to its clients.

An Icon of Andrew Twells, A partner in Chiltern Corporation

Andrew Twells

Andrew has 28 years of industry experience. After graduating from Cambridge University, Andrew trained as an actuary at Barnett Waddingham LLP where he became a partner and advised pension scheme trustees on funding and investment strategy. In 2011, he became Chief Executive Officer of its wealth management subsidiary, Barnett Waddingham Investments LLP which was acquired by Whitefoord LLP  in 2014. Andrew successfully integrated the business and was responsible for managing the Whitefoord SIPP. He subsequently served as Deputy CEO.  Andrew was closely involved in the Whitefoord’s compliance, governance and acquisition strategy.

An Icon of Vince Whitefoord, A partner in Chiltern Corporation

Vince Whitefoord

Vince qualified as an actuary in 1979 after graduating from Liverpool University and working for Duncan C Fraser, Consulting Actuaries and Crown Life Insurance Company. He set up an actuarial firm Whitefoord & Foden which provided pension trustee, actuarial and administration services. The firm was acquired by Abbey National Bank in 1995 and Vince continued working there for 3 years as Director of Actuarial and Consultancy and after he left as an employee, remained as Chair of their Pension Trustee Company for 15 years. In 2000, he formed Whitefoord Wealth Management, a private client investment and advice firm, where he worked as Chief Executive Officer until 2023.