Complaints

William Gray | Financial Planner seeks to provide a fair, transparent, and professional service to all clients and partners. If you feel you feel you have not received such treatment or service, you may voice your complaint by following the below steps.

PROCESS FOR LODGING A COMPLAINT: 

To lodge a complaint, please e-mail us at info@infinitysolutions.com.

Each of our clients are 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 of your complaint. If we are unable to provide you with 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 provide you with a final response 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 from the date of your complaint has past and you haven’t received a final response, or you are dissatisfied with the final response you have received (at any stage of the process) you can write to:

IN MALAYSIA

The Labuan Financial Services Authority

Level 17, Main Office Tower, Financial Park Complex

Jalan Merdeka , 87000 F.T. Labuan, Malaysia

OUTSIDE MALAYSIA

You will need to lodge a complaint with the ombudsman where your investment provider is based.

Our investments are usually based in the Isle of Man, Guernsey and Jersey. You can write to them at their addresses below:

Financial Services Ombudsman Scheme for the Isle of Man:

Thie Slieau Whallian

Foxdale Road

St John’s

Isle of Man

IM4 3AS

Channel Islands and Jersey Financial Ombudsman

PO Box 114

Jersey, Channel Islands

JE4 9QG