EUROPE

Procedure for Handling Complaints

Grey Epoch Europe Limited is an appointed representative of Thornbridge Investment Management LLP which is authorised and regulated by the Financial Conduct Authority.

1. Introduction

1.1 This process outlines Grey Epoch Europe’s approach to handling complaints.

1.2 This procedure has been developed in accordance with the guidance provided by the FCA and there is no charge to customers making a complaint through this process.

1.3 Grey Epoch Europe Limited (FRN: 959638) is an appointed representative of Thornbridge Investment Management LLP (FRN: 713859) which is authorised and regulated by the Financial Conduct Authority.

2. Objective of Procedure

2.1. For the purposes of this procedure, the definition of a complaint is:

“Any expression of dissatisfaction, however made, about the standard of service

provided by Grey Epoch Europe, the actions or lack of actions of Grey Epoch Europe, its employees, or including anyone acting on behalf of Grey Epoch Europe, affecting an individual or organisation.”

3. Complaints process

3.1 Complaints can be raised with Patrick Hall, Compliance Officer at Thornbridge Investment Management by emailing compliance@thornbridge.com.

3.2 Complaints will initially be handled by Patrick Hall.

3.3 Complaints will be promptly acknowledged acknowledged, and a response to a complaint must be given within 8 weeks of receipt of the complaint.

3.4 The Compliance Officer will record the complaint to address and resolve it.

3.5 The final closing letter will be sent to the complainant no later than eight weeks after the complaint is first received. The final response letter will either:

Accept the complaint and, where appropriate, offer redress or remedial action; or
offer redress or remedial action without accepting the complaint; or
reject the complaint and give reasons for doing so.It will also:

include a copy of the Financial Ombudsman Service's standard explanatory leaflet;
provide the website address of the Financial Ombudsman Service;
inform the complainant how, if they remain dissatisfied with our response and are an eligible complainant, they may refer the complaint to the Financial Ombudsman Service.

4. Financial Ombudsman Services

4.1 A complaint may only be dealt with under the Financial Ombudsman Service if it is brought by or on behalf of an eligible complainant.

4.2 If the complainant feels that their complaint has not been resolved through our complaints procedure, they have the right to refer the complaint to the Financial Ombudsman Service directly.

4.3 If a complainant chooses to go directly to the Financial Ombudsman Service, without first offering Grey Epoch Europe the opportunity to resolve the issue, the ombudsman may refuse to accept the complaint if it feels that Grey Epoch Europe may resolve the issue more quickly than the ombudsman is able to.

4.4. The complainant has the right to refer the complaint to the Financial Ombudsman Service within six months of our final response.

4.5 The contact details of the Financial Ombudsman Service are:

The Financial Ombudsman Service,
Telephone Number: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Website: http://www.financial-ombudsman.org.uk /