Unsworth & Associates Complaints Handling Procedure

Unsworth and Associates (“U&A”) has carefully built up its reputation over many years by cultivating good relationships at all levels. We take very seriously anything that could jeopardise this goodwill and we aim to provide a high standard of services to our clients.

If, however, at any time you would like to discuss with us how our services could be improved, or if you are dissatisfied with the services received, you may contact us directly via your contact person.

Alternatively, you can contact Brad Unsworth or Duncan Rennie at any time and we will take personal responsibility for following through.
U&A will investigate any complaint carefully and promptly, and if the services provided have been less than satisfactory, we will endeavour to do everything possible to put it right.

With regards to a complaint U&A will ensure that a thorough and impartial investigation is carried out within a reasonable time frame after receipt of a complaint.

  • You will receive a written acknowledgement within three business days of receipt of the complaint.
  • Within one month after receipt of the complaint, U&A will send you a response. The response will contain:
       – a final response to your complaint; or
       – the reasons why there has been a delay in resolving the issue and an indication of the date at which the resolution of the complaint is likely to be achieved.

We are confident that we can address any concerns to your satisfaction and we would like to thank you for choosing U&A as your service provider.

In the event that you find yourself dissatisfied with the response received or you have not received any response within the delays indicated above, you may, if working through our Luxembourg branch, take the additional recourse to notify the Commission de Surveillance du Secteur Financier (CSSF) of your complaint within one year of your initial complaint being filed with us.

The CSSF website provides information on their out-of-court complaint resolution procedure at the following address:

The CSSF contact details are as follows:
Commission de Surveillance du Secteur Financier
110, route d’Arlon
L-1150 Luxembourg
Tel: (+352) 26 25 1 – 1
Fax: (+352) 26 25 1 – 601
Email: direction@cssf.lu

Please find the following links for further details on the CSSF Regulation relating to the out of court complaint resolution procedure:

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