The individual to whom the complaint was made will advise a Director of the Company (HWS/HKNAL/HWSIL) within 3 working days.

If the complaint is made verbally, the individual will make a record of the conversation including the identity of the person making the complaint, the date and time of the complaint and brief description of the problem.

A Director of the Company (HWS/HKNAL/HWSIL) will immediately investigate the complaint, ensure that it is properly logged, and the complaint will be acknowledged within 5 working days.

If the complaint cannot be handled verbally a written response will be given within 20 days.

Unresolved complaints will be referred to the Board of Directors of the Company (HWS/HKNAL/HWSIL).

If you are not satisfied by our response you have the right to refer the complaint to our regulator (HWS/HKNAL/HWSIL), currently the Financial Services Authority (FSA), 25 The North Colonnade, Canary Wharf, London E14 5HS