If you have a complaint about any aspect of our service, then we would like to hear from you. You can contact us by post, fax or email at firstname.lastname@example.org. Please address all correspondence to the Compliance Manager. Our complaints department will be best placed to receive your complaint and work with you to resolve it.
Ebury Partners UK Limited has established an internal complaints procedure to ensure your complaint is dealt with efficiently and by the correct person. To help us investigate and resolve the problem as quickly as possible, please make sure you give us the following information:
We will try to resolve your complaint immediately and with minimum inconvenience to you. The first step is for us to be really clear on what the problem is and to identify with you what we can do to put it right. The more information you can give us the better.
Sometimes we will not be able to solve the problem for you immediately. If we are unable to resolve your complaint by the following day and if we have not already contacted you to agree with our proposal for resolving it, we will:
If your complaint is particularly complex in nature, we will keep you informed of the progress we are making as we continue our investigations.
In any event, we will endeavour to resolve your complaint and provide you with a full response within 15 business days. These may be extended up to 30 calendar days in exceptional circumstances. If we are unable to provide you with a final response within 15 business days we will provide you:
In our final response we will include:
If you are an eligible client, a notification of your right to refer the matter to the Financial Ombudsman Service.
The UK Parliament established the Financial Ombudsman Service as the official independent expert in settling complaints between consumers and businesses providing financial services.
If you have lodged a complaint and are not entirely satisfied with the solution by Ebury, you can obtain a copy
of the Financial Ombudsman Service explanatory leaflet from us or contact the Financial Ombudsman Service directly at:
Financial Ombudsman Service
Phone: 0800 023 4567 or 0300 123 9123
If your complaint is in relation to Data Protection, and we are unable to provide you with a final response within one calendar month we will write to you with:
For the purpose of our processing the Lead Supervisory Authority is:
Lead Supervisory Authority
Information Commissioner’s Office
Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF, United Kingdom
Phone: +44 (0) 303 123 1113
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