Complaints Policy
Introduction
We recognise that from time to time things can go wrong, which means you may need to make a complaint. All complaints are investigated fairly and thoroughly, so that we can resolve your issue, and, where we have made a mistake, so that we can learn from it.
How do I complain?
In the event that you ever have to complain to us, you should contact us by writing to:
Compliance Partner
Maven Capital Partners UK LLP
Kintyre House
205 West George Street
Glasgow
G2 2LW
or by phone - 0141 306 7400
or by email - complaints@mavencp.com
Do I have to make the complaint in writing?
No. We are happy to accept complaints by telephone on the above number. Please make it clear that you are registering a complaint and make a note of the name of the person you spoke to and the date on which you called to register the complaint.
What happens next?
a) We will acknowledge your complaint promptly and in any event within five working days of your complaint being received. If you do not hear from us in that time, please check first to see that we have actually received your complaint.
b) We will investigate your complaint fairly, impartially and thoroughly.
c) If we are not able to provide you with a full response to your complaint within four weeks, we will send you a written response explaining how we are progressing with our investigation.
d) After we have investigated your complaint, we will write to you explaining the outcome and our findings.
How long will the investigation take?
We will investigate your complaint as quickly as possible. We will aim to complete our investigation within eight weeks of receiving the complaint and you will always receive our final response in this timeframe. If we cannot come to a conclusion in that time, we will tell you why. If your complaint falls within scope of the Financial Ombudsman Service we will refer you to them.
What happens at the end of the investigation?
We will send you a final written response, which will either; uphold your complaint and let you know how we plan to resolve it, or; reject it.
What happens if I am not satisfied with your decision?
If your complaint falls within scope of the Financial Ombudsman Service and for any reason, you are not happy with our decision, or if we have been unable to reach a conclusion to our investigations, then you will be entitled to refer your complaint to the Financial Ombudsman Service. Their contact details are as follows:
Telephone: 0300 123 9 123 or 0800 023 4567
Online: https://www.financial-ombudsman.org.uk/contact-us/complain-online
Email: complaint.info@financial-ombudsman.org.uk
Post: Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
How do I complain about how you use my personal data?
The sections above explain how we deal with complaints about our products and services. You also have a separate right to complain to us if you are unhappy with how we have collected, used, stored, shared or otherwise handled your personal data. You do not need to use any particular words, or to refer to the law, for your complaint to count as a data protection complaint.
You can raise a data protection complaint using any of the contact details in the section above – by post, telephone or email. Please make it clear that your complaint relates to your personal data so that we can handle it in the right way.
We will acknowledge your data protection complaint within 30 days of receiving it. We will then investigate your complaint and take appropriate steps to respond. Where our investigation is ongoing, we will keep you informed of our progress and of any expected delays, and we will give you our response without undue delay.
If you are not satisfied with how we have handled your data protection complaint, you have the right to complain to the Information Commissioner’s Office (ICO). You can also complain to the ICO at any time, although we would encourage you to raise your concerns with us first so that we have the opportunity to put things right. The ICO’s contact details are as follows:
Telephone: 0303 123 1113
Online: https://ico.org.uk/make-a-complaint/
Post: Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF