We at MountHurstTM Wealth strive to ensure that we maintain high standards of customer care, unfortunately there may be circumstances where you feel that we have not delivered on these high standards.

Where you feel it is necessary to make a complaint, we will endeavour to do our utmost to resolve your complaint as efficiently and effectively as possible. Your custom is important to us and we want you to be entirely satisfied with the service you receive from us.

If you wish to make an official complaint please see the below steps.

How to make a complaint

If you are not happy with our services or business conduct and have a complaint about the services or products recommended by us, you may lodge a complaint in writing with full details of the subject of the complaint, relevant documentary materials which may support your complaint, your full name, Client number or (Policy number) and how we may contact you (i.e. full address, telephone number, e-mail address, etc.).

We prefer not to deal with verbal or anonymous complaints. However, you may call us or make your complaint in person, should you have any difficulties which may prevent you from making a written complaint.

How we shall handle your complaint

Information in relation to a complaint will be treated as strictly confidential. Upon receipt of your complaint, we shall send a written acknowledgment to you by either email or letter.

Information in relation to a complaint will be treated as strictly confidential. The complaints team will acknowledge receipt of complaints within (3) working days of the complaint being received and being recognised by the team as a complaint. We shall send a written acknowledgment to you by either email or letter.

The team within twenty (20) working days from the date of receipt of the complaint send you either a final response or a response which explains why we are not in a position to provide a final response or gives reasons for the delay and indicates when we expect to be able to provide a final response.

The acknowledgment and the final response may be combined, if we are able to provide a final response within (3) working days.

How to contact us

Your complaint should be addressed to MountHurstTM Wealth for the attention of the Complaints Team contact details are as follows:

Mail:

Complaints Team,
MountHurstTM Wealth Management Ltd
P.O. BOX OD 660 Odorkor
Accra – Ghana
West Africa

E-mail: complaints@mounthurstwealth.com