Complaints Procedure

Should a customer wish to make a complaint, this can be made verbally, by telephone or in person, or via a written communication delivered in person, via post, e-mail or fax. Any complaint will be referred to the Managing Director.

In order to ensure that complaints are fairly, consistently and promptly dealt with, the Managing Director will be responsible for ensuring that any complaint is properly investigated and that the required timetable set by the FSA rules is adhered to.

When a complaint has been resolved, a final response will be issued to the customer, unless it was resolved by the close of business on the business day following receipt, in which case no letter will be sent. A final response is a written response from the company which:

• accepts the complaint and, if appropriate, offers redress or
• rejects the complaint and gives reasons for doing so, and which informs the customer that, if they remain dissatisfied with the company’s response, they may now refer the complaint to the Financial Ombudsman Service ("FOS").

In any event, within 4 weeks of receiving a complaint, unless the customer has already indicated in writing acceptance of a response by the company (provided that the response informed the customer how to pursue his complaint if he remained dissatisfied), and in the event that a final response has not been issued, a holding response will be sent to the customer explaining why the company is not yet in a position to resolve the complaint and indicating when the company will make further contact (which must be within 8 weeks of receipt of the complaint). [Continued on next page...]