Complaints procedure

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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: 0333 300 0381
  • Email us: compliance@woodfordfunds.com
  • Write to us: The Head of Compliance, Woodford Investment Management Limited, 9400 Garsington Road, Oxford, OX4 2HN

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

Woodford Investment Management Ltd is authorised and regulated by the Financial Conduct Authority (firm reference number 745433). Incorporated in England and Wales, company number 10118169. Registered address 9400 Garsington Road, Oxford OX4 2HN.

Woodford Patient Capital Trust plc is incorporated in England and Wales, company number 09405653. Registered as an investment company under section 833 of the Companies Act 2006. Registered address Beaufort House, 51 New North Road, Exeter, EX4 4EP.

The Woodford Funds (Ireland) ICAV (the “Fund”) has appointed as Swiss Representative Oligo Swiss Fund Services SA, Av. Villamont 17, 1005 Lausanne, Switzerland. The Fund’s Swiss paying agent is Neue Helvetische Bank AG. All fund documentation including, Prospectus, Key Investor Information Documents, Instrument of Incorporation and financial reports may be obtained free of charge from the Swiss Representative in Lausanne. The place of performance and jurisdiction for all shares distributed in or from Switzerland is at the registered office of the Swiss Representative. Fund prices can be found at www.fundinfo.com.

© 2018 Woodford Investment Management Ltd.
All rights reserved.

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