Complaints Management Policy
Our Commitment to You
Each of our clients is important to us, and we believe you have the right to a fair, swift, and courteous service at all times. We always endeavour to offer the best possible service, but we recognise that sometimes clients will not be completely happy with the services we provided.
If you have a complaint, this page will guide you through our process, and help to resolve your complaint as swiftly as possible.
As a regulated firm, we have established rules for handling and managing complaints from our clients, and potential clients as set out in the rules and guidance made and issued by the UK Financial Conduct Authority from time to time being in force (“FCA Rules”). We will deal with your complaint in accordance with our Complaints Management Policy which is available upon written request. There is no charge for submitting a complaint.
We are responsible for:
• Treating customers fairly (TCF) under the FCA Rules;
• Dealing with complaints fairly and promptly and keeping the complainant informed;
• Investigate the complaint competently, diligently and impartially, obtaining additional information as necessary;
• Using competent staff for managing complaints; and
• Offer redress or remedial action, where appropriate.
As defined in the FCA Rules, a complaint is “any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of, a person about the provision of, or failure to provide, a financial service, (…) which alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience (…)”.
If you are not happy with the service you have (or have not) received, you should in the first instance, try to resolve your dissatisfaction with your normal contact at Blue Horizon Asset Management Limited. We accept complaints by post, telephone, and email:
Blue Horizon Asset Management Limited
Office 201, 118 Piccadilly, Mayfair,
London, W1J 7NW, United Kingdom
Tel: +44 (0)203 832 7900
Email address for complaints: email@example.com
We will try to resolve your complaint by close of the third business day from our receipt of such complaint. If you accept our suggested resolution, we will regard the matter resolved and a Summary Resolution Communication as defined in the FCA Rules (SCR) will be sent to you with details of the outcome of your complaint, and your right to escalate it to the Financial Ombudsman Service (FOS). Where a complaint against is referred to the FOS we will cooperate fully with the FOS and comply promptly with any settlements or awards made by it.
If you remain dissatisfied with the way we have addressed the matter, or if we are unable to provide you with a response by close of the third business day, the details of your complaint will be passed to our Compliance department, who will send a prompt written acknowledgement to you and investigate your dispute competently, diligently, impartially and obtaining additional information as necessary and in accordance with the FCA Rules. We will keep you informed thereafter of the progress of our investigation of your complaint.
We will endeavour to send a final response to you as soon as possible, once we have finished our investigation, and in any case within 8 weeks of receipt of your complaint. We will assess fairly, consistently and promptly assess the subject matter of the complaint, whether the complaint should be upheld, what remedial action or redress (or both) may be appropriate and, if appropriate, whether we have reasonable grounds to be satisfied that another respondent may be solely or jointly responsible for the matter alleged in the complaint taking into account all relevant factors. If we have reasonable grounds to be satisfied that another firm may be solely or jointly responsible for the matter alleged in your complaint, we will promptly forward the complaint (in whole or in part) to that other firm and notify you of that firm’s contact details.
In accordance with the FCA Rules our final response (“Final Response”) will include, amongst other things:
• Summarise the relevant facts, findings, and conclusions, stating whether your complaint has been upheld or not;
• Where any remedial action involves redress, offer redress or remedial action (where appropriate) and explain to you promptly and, in a way that is fair, clear and not misleading, our assessment of the complaint and our decision on it; and
• Include the details of how and when you can contact the FOS for an alternative and free review of your case, if you are dissatisfied with our response.
If we are unable to provide you with a Final Response within this 8 week time frame, we will write to you explaining why, and inform you, when you may expect a Final Response.
If you remain dissatisfied after receiving our Final Response or the 8 week period has expired, you may have recourse to the FOS. The FOS can be contacted directly by:
Financial Ombudsman Service
Exchange Tower, Harbour Exchange
London E14 9SR
0800 023 4567 (helpline)
0207 964 1400 (technical desk)
0207 964 1000 (switchboard)
0207 964 1001 (main fax)
Additional information can be found on the FOS website at:
Please note that the FOS only has jurisdiction in respect of eligible complainants as defined in the FCA Rules. If you need guidance on the meaning of eligible complainants please refer to the FCA Rules, or alternatively you can contact our Compliance department.
Further, you have the right to refer your complaint to the FOS within six months of the date of receiving our Final Response. If you do not refer your complaint within such time period, the FOS will not have our permission to consider your complaint, and so will only be able to do so in exceptional circumstances.
Additionally, the FOS might not be able to consider a complaint if (i) what you are complaining about happened more than six years ago, and (ii) you are complaining more than three years after you became aware (or when you should reasonably have become aware) that you had cause to complain.
Last revised September 2022