Complaints Handling Procedure

How to make a complaint

If Fisher Investment Europe (FIE) has not provided you with the standard of service you expect, or if we have made a mistake, we would like to know about it so we can put things right as quickly as possible.

This procedure explains how you can make a complaint about FIE , or any of its employees, and our procedure for dealing with complaints.

If you have a complaint please contact us by telephone, email or post.

To help us resolve your complaint as quickly as possible, please provide us with the following information when you make your complaint:

• Your full name, home address and email address
• A clear description of your concern or complaint
• If your complaint is about a person the name of that person and their job title ( if known)
• Details of what you would like us to do put the matter right
• Your telephone or mobile number if we need to discuss your complaint with you

What we will do when we receive your complaint

• We will try to resolve your complaint as quickly as possible.
• If we can resolve your complaint within three business days, and you confirm your acceptance of how your complaint has been resolved, we may be able to conclude your complaint by writing to you with a summary of our findings and conclusion.
• For all other complaints we will acknowledge your complaint in writing and begin an investigation looking at the specific concerns you have raised.
• We will try to complete our investigation within 8 weeks of receiving your complaint and provide you with a final written response explaining the outcome of our investigation.
• Please bear in mind that some complaints are complicated and require more time to investigate. If we cannot complete our investigation within 8 weeks we will send you an update letter explaining why, and what progress we have made. Where possible we will indicate when we hope to be able to complete our investigation.
• Our final written response will confirm if your complaint has been upheld or rejected, how we have made that decision and what we will do if we need to take action to put things right for you.
• Our final written response or update letter will also inform you if you have the right to refer your complaint to the Financial Ombudsman Service. Details about this service are provided below.

Your rights to refer your complaint to the Financial Ombudsman Service

You may have the right to refer your complaint to the Financial Ombudsman Service (FOS) if you are unhappy with our final decision, or with the length of time our investigation is taking if it has been more than 8 weeks.

The FOS provides an independent service that deals with unresolved complaints about financial products or services and will investigate disputes from eligible complainants. Eligible complainants will be certain individuals, small businesses, charities or trusts. Please check the FOS website to determine whether you are an eligible complainant.

You must refer your complaint to FOS within 6 months of the date of our final response letter or update letter. Please note if you do not refer your complaint in time, FOS will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances.

If your complaint is investigated by FOS then Fisher Investments Europe will co-operate fully with them during their investigations.

The contact details for the Financial Ombudsman Services are: