The managers are committed to providing the highest standard of service to members. It is therefore important that any complaint should be resolved to the member's satisfaction so far as possible, in an expeditious manner.
In the first instance a member, correspondent or advisor should address any complaint to the person with whom they normally deal within the managers' organisation. However, if this fails to resolve the matter the complaint may be referred to the club's Compliance team on email@example.com.
The managers will endeavor to ensure all complaints are resolved and members are satisfied with the outcome. In the event managers are unable to resolve a complaint and the member is dissatisfied with the outcome (subject to qualifying as an eligible complainant) the member may refer the complaint to the Financial Ombudsman Service. Further details on eligible complainants and the Financial Ombudsman Service can be found on their website: www.financial-ombudsman.org.uk.
If members, correspondents or advisors feel that the matter involves criminality or such serious misbehaviour that it cannot be discussed with their normal business contact, the managers have available a whistle-blowing system. The whistle-blowing system meets the requirements of the various United Kingdom’s regulators, including confidentiality of disclosures and protection of informants. The whistle-blowing officer is Richard Yerbury who can be contacted on +44 203 320 2264 or firstname.lastname@example.org.