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EPM Complaints Policy

1. Client disclosure

Ebury Partners Markets (hereinafter the “Company” or the “Firm”) maintains effective and transparent procedures for the reasonable and prompt handling of complaints received from Complainants and keeps records of each complaint as well as the actions that were taken to remedy any situation.

We appreciate things can go wrong some time and as such we ask that you get in touch with us prior to submitting a complaint as some issues may be able to be resolved prior to reaching this level.

If you have a complaint about any aspect of our service, then we would like to hear from you. You can contact us by post, fax or email at [email protected]. Please address all correspondence to the Compliance Manager. Our complaints department will be best placed to receive your complaint and work with you to resolve it.

2. Definitions:

A complaint is a statement of dissatisfaction addressed to the Company by a natural person or a legal entity relating to the provision of any investment service provided by the Company.

As per the FCA definition of a complaint, whether justified or not, the dissatisfaction could be regarding the provision of, or the failure to provide, a financial service, or a redress determination, which:

  1. Alleges that the complainant has suffered (or may suffer) a financial loss, material distress or material inconvenience; and
  2. Relates to an activity of that respondent, or any other respondent with whom that respondent has some connection in marketing or providing financial services which comes under the jurisdiction of the Financial Ombudsman Service.

A complaint is any natural person or legal entity who is an active client of the Company and is presumed eligible to launch a complaint and who has already launched a complaint.

3. Complaints procedure

3.1 Complaint reception

The Company has established an internal complaints procedure to ensure your complaint is dealt with efficiently and by the correct person. To help us investigate and resolve the problem as quickly as possible, please make sure you give us the following information:

  • Your name, address and client reference number
  • A clear description of your concern or complaint
  • Details of what you would like us to do to put it right
  • Copies of any relevant documents, such as letters
  • A daytime telephone number where we can contact you

3.2 Timeframe

We will try to resolve your complaint immediately and with minimum inconvenience to you. The first step is for us to be really clear on what the problem is and to identify with you what we can do to put it right. The more information you can give us the better.
Sometimes we will not be able to solve the problem for you immediately. If we are unable to resolve your complaint by the following day and if we have not already contacted you to agree with our proposal for resolving it, we will:

  • Send an acknowledgement of your complaint in writing within 5 business days.

If your complaint is particularly complex in nature, we will keep you informed of the progress we are making as we continue our investigations.

In any event, we will endeavour to resolve your complaint and provide you with a full response within 15 business days. These may be extended up to 35 business days in exceptional circumstances. If we are unable to provide you with a final response within 15 business days we will provide you:

  • An explanation as to why we are unable to provide you with a final response and with an indication as to when you will get one.
  • If you are an eligible client, a notification of your rights to refer the matter to the Financial Ombudsman Service.

3.3 Response

In our final response we will include:

  • A summary of your complaint
  • A summary of the outcome of our investigation
  • Whether we acknowledge there has been any fault on our side and whether the complaint will be upheld
  • Details of any offer to settle the complaint and how long this offer will remain open
  • If you are an eligible client, a notification of your right to refer the matter to the Financial Ombudsman Service.

4. Recordkeeping

All Complaints dealt with by the Complaints department shall be held for a period of at least five (5) years starting for the date the complaint was launched and/or from the date the Client relationship has come to an end.

5. Financial Ombudsman Service

The UK Parliament established the Financial Ombudsman Service as the official independent expert in settling complaints between consumers and businesses providing financial services.

If you have lodged a complaint and are not entirely satisfied with the solution by the Company, you can obtain a copy of the Financial Ombudsman Service explanatory leaflet from us or contact the Financial Ombudsman Service directly at:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Website: www.financial-ombudsman.org.uk
Email: [email protected]
Phone: 0800 023 4567 or 0300 123 9123

Consumer leaflet: https://www.financial-ombudsman.org.uk/files/10963/consumer_leaflet_easy-read.pdf

6. Data Protection Authority

If your complaint is in relation to Data Protection, and we are unable to provide you with a final response within one calendar month we will write to you with:

  • An explanation as to why we are unable to provide you with a final response and with an indication as to when you will get one.
  • If you are an eligible client, a notification of your right to refer the matter to a Data Supervisory Authority.

For the purpose of our processing the Lead Supervisory Authority is:

Lead Supervisory Authority
Information Commissioner’s Office
Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF, United Kingdom

Website: https://ico.org.uk
Email: [email protected]
Phone: +44 (0) 303 123 1113

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