Complaints Procedure

At Cogito Wealth, we are committed to providing our members and clients with the highest level of service. However, we understand that there may be times when you are not fully satisfied with our services.

In such cases, we want to hear from you so that we can address your concerns and improve.

If you have a complaint, please follow the procedure outlined below:

If you're not satisfied with any aspect of our service, we kindly ask you to contact our Customer Support team first. You can reach them through:

Email: learn@cogito-wealth.co.uk
Phone: 07738 278545

Please provide as much information as possible about your complaint, including the date of the issue, details of your concerns, and any specific incident that has caused dissatisfaction.

1. Initial Complaint

If your issue remains unresolved after speaking with our Customer Support team, please escalate your complaint to a formal level. To do this, send an email to learn@cogito-wealth.co.uk using the subject ‘Formal Complaint’.

In your email, please include:

Your full name
Contact details
The nature of your complaint
Details about the previous steps you have taken to resolve the issue
What you would like us to do to put things right

2. Formal Complaint

Upon receipt of your formal complaint, we will:

Acknowledge receipt of your complaint within 3 working days
Fully investigate your complaint and aim to respond within 14 working days. If it looks like it will take longer, we will let you know.

3. Investigation

We aim to resolve all complaints as quickly as possible. In our response, we will explain:

What we have found
Any action we have taken
Our proposals to resolve your complaint

4. Resolution

If you are not satisfied with our response, you may request for the complaint to be reviewed by a Senior Manager. We aim to respond to this request within a further 14 working days.

We value your feedback and will always strive to ensure your experience with us is a positive one. Your satisfaction is our ultimate goal, and we appreciate your patience and understanding throughout this process.

5. Review