Complaints procedure

Handling complaints at Woodford

We believe that putting our clients first is the key to building a stable and successful business and our team is committed to delivering exceptional long-term performance and customer service.

We understand that, from time to time, things may go wrong. We think good businesses listen to their customers and fix what’s gone wrong. If you’ve got a complaint, please let us know so we can change things for the better:

How to complain

Our Compliance team independently reviews all complaints. If you would like to make a complaint, please contact:

  • Call us: 01865 632909
  • Email us:
  • Write to us: The Head of Compliance, Woodford Investment Management Limited, 27 Old Gloucester Street, London, WC1N 3AX

Our complaints process

We are committed to resolving customer concerns quickly and fairly. If we can resolve things immediately and to your satisfaction, we will send you a letter of confirmation called a ‘Summary Resolution Communication’ within 3 business days.

If your concern is of a more complex nature and we need to investigate the matter further, it can take longer. Where this is the case, we will send you an acknowledgement letter within 5 working days. This letter will outline what happens next and when you can expect to hear from us again.

We aim to resolve all complaints within 8 weeks, including providing a full written final response. If, after 8 weeks, we are unable to resolve your complaint, we will contact you with an update, explaining the delay and outlining when we might reasonably be able to provide you with a final response.

If you continue to be unhappy

If you are unhappy with our final response or at any stage of the process, we would like to know why and have one last chance to put things right. Alternatively, you can refer the matter to the Financial Ombudsman Service (FOS) – a free, independent service, which looks impartially at complaints between consumers and businesses.

Contacting the Financial Ombudsman Service