Chelton Wealth/Chelton AB is committed to the following:

•  providing a high standard of client service; and
• maintaining our reputation for integrity and accountability.

We welcome feedback on our service at any time. If you are dissatisfied with our services, please let us fix the problem. We will investigate, answer your questions, and work hard to ensure you enjoy investing with Chelton AB.

Chelton’s complaints handling procedures ensure that complaints are reviewed independently and result in fair resolutions to customer complaints.

What is a complaint?

Chelton defines a complaint as “an expression of dissatisfaction, whether oral or written, with a product or service provided by Chelton that is not resolved at the first point of contact.”

How to make a complaint

Any member of Chelton staff can receive a customer complaint and is responsible for doing everything within their authority to resolve the issue at the first point of contact.

If a staff member feels they lack the experience, expertise, or authority to settle the matter immediately, they may refer it to their supervisor.

We may ask you to provide details in writing. This includes specifying the nature of the complaint, providing us with specific details, and describing the desired outcome or action you wish Chelton to take to settle the complaint to your satisfaction. We may also ask you to provide relevant material to support the complaint; doing this will help us respond quickly. Download/View our Complaints Form model – Click here.

You can contact our Client Services team through any of the contact details below:

Chelton AB, Client Services
Föreninggatan 28, BOX 95
211 65 Malmö
Sweden

Email: support@cheltonwealth.com
Phone: +46 40 50 00 05

Investigation

On receipt of your complaint, our staff will acknowledge it and, where required, commence an investigation.

While our internal procedures allow us up to eight weeks to resolve a complaint, we will always try to resolve it as quickly as possible.

Internal Escalation

We expect that our front-line staff and supervisors will completely resolve the issues you raise. If, despite our best efforts, you believe your complaint has not been satisfactorily dealt with, you may elect to have the matter reviewed.

Write to Chelton at the address below, and our Complaints Officer will independently review the matter.

Chelton AB, attn to: Complaints Officer
Föreningsgatan 28, BOX 95
211 65 Malmö
Sweden

Email: complaints@cheltonwealth.com

Timeframes & External Dispute Resolution

If, after eight (8) weeks, Chelton has not completed its investigation and provided a final response, we must either:

A. Provide a final response in writing where we either:

• accept the complaint and, where appropriate, offer redress or remedial action; or
• offer redress or remedial action without accepting the complaint; or
• reject the complaint and give our reasons for doing so, and

1. 1. Provide the National Board of Consumer Disputes (ANR) website address.
   2. Informs the complainant that he or she may refer the complaint to the ANR if dissatisfied and, if so, do so within six months of the date of our final response; and
   3. Indicates whether or not we consent to waive the relevant time limits

B, Provide a written response explaining why we are not in a position to make a final response and provide an indication as to when we expect to be able to do so;

1. 1. Inform the complainant that he or she may now refer the complainant to the ANR;
   2. Indicate whether or not we consent to waive the relevant time limits;
   3. Provide the ANR website address.

The National Board for Consumer Disputes (ARN)

The National Board for Consumer Disputes (ARN) is a public authority that functions roughly like a court. Their main task is to try disputes between consumers and business operators impartially. The consumer files the claims.

Before the complaint is filed with ARN, the business operator must have rejected it as a whole or in part (or not answered at all).

ARN submits recommendations on resolving disputes, for example, that the business operator shall repair the product. ARN’s recommendations are not binding, but most companies follow them.

It usually takes about six months from the claim to a decision. In the ARN proceeding, each party fully bears its legal representation costs.

You can contact the ARN in the following manner:

By writing:

ARN, Box 174, 101 23 Stockholm, Sweden

Phone: +46 8 508 860 00

Email: arn@arn.se

Web: www.arn.se

Please note that the ARN will not consider a complaint until we have had the opportunity to address the complaint. You should not make any reference to the ARN until you receive a final response from us, or eight weeks after the date of your complaint, whichever is sooner.

Frequently Asked Questions

Should the client have any questions or inquiries regarding the Complaint Handling Procedure, the client shall contact the Client Service Desk at support@cheltonwealth.com

Date of Issue: 6 September 2024