Invest 5 Star Complaints Procedure

We at Invest 5 Star aim to provide a quality and depth of service which leaves you, our client, satisfied with the level of detail and guidance we have provided you throughout the process from pre-sales enquiry through to completion and ownership of your investment.

To that end we have taken membership of the Association of International Property Professionals (AIPP) and have agreed to follow their Code of Conduct.

In accordance with this Code of Conduct it is our intent at all times to provide you with factual information on which you can base judgements on investments. In the vast majority of cases this is the outcome which is achieved. Occasionally, you may feel that we have not performed to our high standards and that you have cause to complain.

If this happens we invite you to submit your complaint in writing either to our postal address below or by email to complaints@invest5star.co.uk. At all times it will be our best intention to deal with each complaint in a totally informal manner until it becomes apparent to both parties that this approach cannot provide an acceptable outcome.

At this juncture we should point out that we at Invest 5 Star are not regulated by the Financial Services Authority and therefore cannot offer financial advice. Neither do we provide any advice on pensions or Self Invested Personal Pensions (SIPPs) for the same reasons of regulation. We will always invite interested clients to contact an FSA regulated company for the purposes of financial or pensions advice. If your complaint is related to the service provided by any third party provider whom we have invited you to contact then the complaint can only be dealt with by that third party. We will provide any support that we can in resolving the complaint but we can undertake to do no more than that.

If your complaint refers to information we have given you and is not related to financial or pensions advice provided by others then we will:

Provide you with a written acknowledgement of the complaint, together with a timeline for response and the name of the direct point of contact dealing with the complaint, within five working days of receipt;

Have the nominated point of contact call you by telephone within five working days of receipt of your complaint to update you on the action we will be taking;

Investigate the complaint and set out a written proposal with options for resolution for your consideration within fifteen working days of receiving your written complaint;

Offer you the opportunity to meet face to face with representatives of Invest 5 Star to discuss our proposals and how we can successfully resolve the complaint to your satisfaction. That meeting to take place within 20 working days of Invest 5 Star receiving your written complaint or later to suit your personal schedule if you are unavailable within that timescale. This meeting may include representatives of the appropriate developer or product provider if Invest 5 Star feel that they may have a part to play in the resolution of the complaint.

If, after this stage of the complaint handling is completed, there is still no satisfactory resolution, we will introduce you to the three stage Dispute Resolution Procedure offered by the AIPP. The three stages of this procedure are:

Stage 1 - Raising a complaint to the AIPP member. You will have already completed this stage by raising a written complaint to Invest 5 Star as the AIPP Member.

Stage 2 - Raising a complaint to AIPP. If you believe we have broken the AIPP Code of Conduct (http://www.aipp.org.uk/industry/code-of-conduct/) then you have the opportunity to submit a written complaint to AIPP, clearly identifying the matter in dispute and naming Invest 5 Star as the party against which you have a complaint. AIPP will record your complaint in their Register of Disputes and, if necessary to do so, will take steps to clarify any issues involved.

Stage 3 - Arbitration. Depending on the sum involved, the dispute can be referred to either the Arbitration Scheme for the Association of International Property Professionals Ltd or to ad hoc independent arbitration. Where the complaint is referred to ad hoc independent arbitration, the arbitrator will be chosen in agreement between yourself and Invest 5 Star. Where we cannot reach agreement on an independent arbitrator the arbitration will be conducted by IDRS Ltd's Ad Hoc Arbitration Service.

Please rest assured that we will deal with your complaints as swiftly and informally as we possibly can within the timescales outline above. Whilst we would rather operate without attracting any complaints, if that cannot be so then at least we will strive to resolve your complaint to your satisfaction.

After all, you are our client and have shown your trust and confidence in us and we want it to stay that way.

Postal Address for written complaints:

Invest 5 Star,
Elmwood House,
Abbey Lane,
Amesbury,
Salisbury,
Wiltshire,
SP4 7AY,
United Kingdom.