Complaints
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:
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:
2. Formal Complaint
Upon receipt of your formal complaint, we will:
3. Investigation
We aim to resolve all complaints as quickly as possible. In our response, we will explain:
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.
5. Review