Complaints Policy

INTRODUCTION

Avamore Capital is a financial services provider, operating in the United Kingdom. We have put in place clear and effective procedures for the reasonable and prompt handling of complaints. Each of our clients are important to us, and we believe you have the right to a fair, swift and courteous service at all times. This policy sets out the complaints handling procedures that we will follow in the event that you make a complaint.

 

 

DEFINITION OF A COMPLAINT

A complaint is any expression of dissatisfaction, whether oral or written, and whether justified or not, from or on behalf of an eligible complainant about the firm’s provision of, or failure to provide, a financial services activity. A complaint must involve an allegation that the complainant has suffered, or may suffer, financial loss, material inconvenience or material distress.

 

 

HOW CAN YOU MAKE A COMPLAINT?

You can make a complaint by any reasonable means – for example, letter, fax, email, telephone or in person. At this point, it must be declared that a formal complaint is being made. Written complaints can be sent to Avamore Capital, Cannon Place, 78 Cannon Street, London EC4N 6HL. Telephone complaints can be made to +44 (0) 203 440 9651.

 

 

WHAT WILL WE DO ONCE WE HAVE RECEIVED YOUR COMPLAINT?

Your complaint will be referred to our Operations Manager, as soon as possible. In the event that the Operations Manger is involved in the subject matter of the complaint, your complaint will be referred to a Principal for review. We will promptly acknowledge your complaint in writing. In this acknowledgement we will provide the name and title of the person that is handling your complaint. This individual will have the authority necessary to investigate and settle the complaint. We will also include a copy of this policy.

 

 

INVESTIGATING AND RESOLVING YOUR COMPLAINT

We will investigate your complaint fairly, consistently and promptly, to determine whether the complaint should be upheld, and (if appropriate) determine remedial action and / or redress. We will set out our conclusions in a final response to you. If we decide that redress is appropriate we will aim to provide you with fair compensation for any acts or omissions for which we are responsible. If you accept our offer, we will promptly provide the compensation to you.

 

 

OUR TIMETABLE FOR RESPONDING TO YOU

Once we have acknowledged your complaint we will keep you informed of our progress as above. Within eight weeks of us receiving your complaint we will send you either a final response or a written response which explains why we are not in a position to make a final response to you and when we might be expected to provide one.

 

 

CLOSING COMPLAINTS

We will regard your complaint as closed in the following circumstances:

  • once we have sent you a final response; or
  • where you have told us in writing that you accept an earlier response that we have sent to you; or
  • if you are still not satisfied with the outcome, a resolution will be sought with the support of independent legal advice

 

Avamore is committed to ensuring that all complaints received are handled fairly, consistently and promptly and that the firm identifies and remedies any specific problems identified by a complainant. We will continue to do all we can to learn from the complaints we receive to improve our level of service to you in the future.

 

 

QUESTIONS

If you have any questions about our complaints process, please contact us at +44 (0) 203 440 9651, we are always happy to assist.