Complaints

How to Make a Complaint

If you have a complaint, please contact the Impax Client Service Team either by email, telephone, post or in person:

Our Complaints Procedure

1. Once a complaint is made, we will send you a letter acknowledging receipt of your complaint promptly and without undue delay, enclosing a copy of this procedure.
2. We will then investigate your complaint diligently and impartially. We may request that you provide additional information to assist us with our investigation.
3. We will keep you informed of the progress of our investigation and, if appropriate, our proposed action to resolve your complaint.
4. If you accept our proposed action to resolve your complaint, we will conclude the matter promptly.
5. We will take all reasonable steps to resolve your complaint within 8 weeks of receipt.

Your Right to Take Further Action

If your complaint is not resolved to your satisfaction, you may be entitled to take civil action against the Firm.