Complaints

William Gray | Financial Planner, operating under Hoxton Wealth, is committed to providing a fair, transparent, and professional service to all clients and partners. If you feel you have not received such treatment or service, you may voice your complaint by following the steps below.

PROCESS FOR LODGING A COMPLAINT:

To lodge a complaint, please e-mail us at complaints@hoxtonwealth.com. Each of our clients is important to us and we believe you have the right to a fair, swift, and courteous service at all times. We will acknowledge your complaint promptly, effectively, and in a positive manner. We will investigate your complaint and endeavour to send a final response to you within 4 weeks of receipt. If we are unable to provide a final response within this time, we will send you an update. We will endeavour to send a final response to you within 8 weeks of receipt of your complaint. If we are unable to do so within this time frame, we will write to you explaining why and advise you when you can expect a final response. If more than 8 weeks have passed since the date of your complaint and you have not received a final response, or you are dissatisfied with the response received (at any stage of the process), please contact us again at complaints@hoxtonwealth.com and we will ensure the matter is escalated appropriately.