How we handle complaints.

1. Our commitment

We aim to give every client a high standard of service. If something goes wrong, we want to hear about it so we can put it right. We handle complaints promptly, fairly and free of charge, in line with the Financial Conduct Authority’s complaint rules.

2. What counts as a complaint

A complaint is any expression of dissatisfaction, spoken or written and whether justified or not, about a financial service we have provided or failed to provide.

3. How to complain

You can complain in whichever way suits you:

• Email: complaints@olboscapital.com
• Telephone: +44 1622 958990
• Post: Complaints, OLBOS Capital Limited, Lawton Place, Benover Road, Yalding, Kent, ME18 6AU

Please tell us your name and contact details, what went wrong, and what you would like us to do. If you need help making a complaint, or need us to communicate with you in a particular way, let us know and we will make reasonable adjustments.

4. What happens next

• Acknowledgement: we will acknowledge your complaint in writing within five business days, give you the name and contact details of the person handling it, and tell you when to expect our next response.
• Quick resolution: if we resolve your complaint to your satisfaction by the end of the third business day after we receive it, we will confirm this in writing and tell you about your right to refer it to the Financial Ombudsman Service.
• Investigation: we will investigate fairly and thoroughly and keep you informed of progress. Where possible, the person investigating will not have been involved in the matter you have complained about.
• Final response: within eight weeks of receiving your complaint, we will send our final response. It will summarise your complaint, explain our findings, set out any offer to put things right, and tell you about your right to refer the complaint to the Financial Ombudsman Service.
• If we need longer: if we cannot send a final response within eight weeks, we will write to explain why and when we expect to respond, and tell you that you may refer your complaint to the Financial Ombudsman Service straight away.

5. The Financial Ombudsman Service

If you are not satisfied with our final response, or we have not sent one within eight weeks, you may be able to refer your complaint to the Financial Ombudsman Service. Its service is free and independent.

You must normally refer your complaint within six months of the date of our final response. The Ombudsman can usually consider a complaint only if it is made within six years of the event, or within three years of when you became aware, or ought reasonably to have become aware, that you had cause to complain.

The Ombudsman deals with complaints from individuals and from smaller businesses, charities and trusts, and will confirm whether it can consider yours.

• Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
• Telephone: 0800 023 4567
• Website: www.financial-ombudsman.org.uk

6. Records and your information

We keep a record of every complaint and how we resolved it for at least five years. We use the information you give us about your complaint as set out in our Privacy Notice.

7. Learning from complaints

We review complaints regularly to find their causes and improve our service.

8. Questions about this policy

For any question about this policy, contact Martin Botha, Chief Executive, at martin@olboscapital.com or +44 1622 958990.