Complaints

Fund Scouting & Advisory Limited (“the Company”) is committed to dealing with complaints fairly, promptly and transparently.

If you are dissatisfied with any service provided by the Company, you can contact us by email, post or telephone using the details below:

How to submit a complaint

To help us understand and investigate your complaint, please include the following information, where applicable:

• Your full name and contact details.
• Whether you are a client, former client or authorised representative of a client.
• A description of the matter you would like us to look into.
• Relevant dates, transactions, documents or correspondence.
• Details of anyone at the Company with whom you have discussed the matter.
• The outcome or remedy you are seeking.

Submitting a complaint is free of charge. If you make your complaint orally, we will prepare a summary and ask you to confirm it in writing.

How we handle complaints

We will register your complaint and acknowledge it in writing upon receipt. We will investigate the matter fairly and provide a written response without unnecessary delay and within 15 working days of receipt.

If our investigation remains incomplete, we will explain the reasons for the delay and let you know when we expect to complete it. Our final written response will explain our findings and any proposed resolution.

Escalating your complaint

If you remain dissatisfied with our final response, you may refer your complaint to the Office of the Arbiter for Financial Services, subject to its eligibility requirements. You may also contact the Office if you have received no communication from us after 15 working days.

Before referring a complaint to the Arbiter, please raise it with us in writing so that we have an opportunity to address it. Further information about eligibility and the referral procedure is available on the Arbiter’s website.