Making a complaint

We hope you’ll only ever have cause to say good things about Amicus. In the unlikely event of a complaint, we’ll do everything we can to resolve the problem swiftly and to your satisfaction.

At Amicus we aim to provide the highest possible levels of service. If we haven’t delivered to your expectations, we would like to put this right by responding in a fair and impartial way as quickly as possible. There are several ways to contact us:

Visit our offices

7 Air Street,
London
W1B 5AD

Call or email us

Write to us

Complaints
Amicus plc
7 Air Street
London
W1B 5AD

To help us resolve your complaint more speedily, please include your telephone number.

What you can expect from us

We aim to ensure you feel that we have handled your complaint fairly and that you are fully satisfied with the outcome. If we cannot resolve immediately, we will send a prompt acknowledgement confirming receipt of your complaint within five business days.

We will endeavour to fully investigate your complaint and respond within four weeks of receipt. If we cannot respond to your complaint within four weeks, we will write to you to explain why we are not yet in a position to address the matters raised and indicate when we will make further contact.

If we are unable to respond within eight weeks we will write to you to advise why. Once we have all necessary information and have considered fairly and impartially, we will provide a written response indicating our final decision. If we do not receive any response, we will treat the matter as closed.

If you are dissatisfied with our response to your complaint or we do not provide a final response within eight weeks you may have the right to take your complaint to the Financial Ombudsman Service (FOS). They will not deal with a complaint unless you have given us the opportunity to resolve it first. For more information about FOS and their services:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Phone: 0300 123 9123 or 0800 023 4567
Email: [email protected]
Website: www.financial-ombudsman.org.uk