Complaints procedure

We aim to offer you the best possible service, but there may be occasions when you feel you have cause for complaint. If so, we will always try to resolve any issues quickly and to your satisfaction.

We are committed to resolving complaints as quickly as possible. Where we are unable to resolve a complaint within three business days, the complaints process outlined below will apply.

What should you do if you have a complaint?

In the first instance, you should feel free to raise any issues or concerns with your regular Ingenious contact who will attempt to resolve the matter. If you prefer, you may address your complaint in writing to the Compliance Officer and send it to:

The Compliance Officer

Ingenious Capital Management Limited

Parcels Building
14 Bird Street
London
W1U 1BU

Or via email to: CSM@theingeniousgroup.co.uk

What we will do

When we receive a complaint from you, we will send you a written acknowledgement to let you know the complaint has been received and will be investigated. We may ask for further information to help us with our investigation. We will endeavor to keep you updated on the progress of your complaint.

In most cases, within eight weeks of your complaint we will send you a written final response detailing the outcome of your complaint. Our final response will explain whether we have accepted your complaint and outline any offer of redress or remedial action or provide our reasons for not upholding your complaint.

If we are not in a position to provide you a final response within eight weeks, we will write to you explaining why we have not completed our investigations and let you know an expected completion date.

After eight weeks, if you remain dissatisfied with our final response or if we have not provided one, you may refer your complaint to the Financial Ombudsman Service.

Financial Ombudsman Service (FOS)

The FOS is an independent service for settling disputes between consumers and businesses providing financial services. The FOS will only consider complaints from eligible parties within six months from the earliest date of either the final response from us or eight weeks from the date you made the complaint to us.

The FOS contact details are:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone: 0800 023 4567* or 0300 123 9 123**

Email: complaint.info@financial-ombudsman.org.uk

Website: http://www.financial-ombudsman.org.uk

Where your complaint involves a third party

If we receive a complaint which involves a third party, we may forward the complaint to the third party for investigation and resolution. If we do this, we will inform you in writing of the name and address of the firm to whom your complaint has been referred.

If we are jointly responsible for your complaint, we will refer the complaint to the other firm, inform you in writing of the name and address of the other firm to whom your complaint has been referred, and handle that part of the complaint that is our responsibility by following the procedures summarised in this document.

Where your complaint concerns an aspect of the service provided to you by Thompson Taraz Depositary Limited or Woodside Corporate Services Limited, you may wish to send a copy of your complaint to their compliance officer. You will find details of how to do so in the Investor Agreement.

Where your complaint concerns an aspect of the service provided to you by Howden Insurance Brokers Limited in relation to the provision or administration of the Insurance Policy, you may wish to send a copy of your complaint to their compliance officer. You will find the details of how to do so in the Investor Agreement.

Where your complaint is in relation to the provision or administration of the Insurance Policy contained within IEP Apex, you may wish to send a copy of your complaint to: Howden Insurance Brokers Limited, One Creechurch Place, London, EC3A 5AF, for the attention of: The Compliance Officer.

* Calls to this number are free on mobile phones and landlines

** Calls to this number cost no more than calls to 01 and 02 numbers