Complaints Policy

Complaints Policy - Professional Clients

We are committed to providing a high-quality service to all our clients. When something goes wrong, we need you to tell us about it and in the first instance to your line of business contact and secondly to your line of business manager. This will help us to improve our standards.

 

Investors

If you are an investor and your complaint has not been resolved to your satisfaction, your next course of action is to set out your complaint in writing to the Fund Manager.

If an investor complaint remains unresolved to the Investor’s satisfaction and the Investor is an ‘eligible complainant’ (as defined in the FCA Rules), the Investor may be able to refer the complaint to the Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London, E14 9SR (www.financial-ombudsman.org.uk). The Financial Ombudsman Service is an organisation set up by Law to give consumers a free and independent service for resolving disputes with financial firms. Details of the persons who are ‘eligible complainants’ can be obtained from the Financial Ombudsman Service.

 

Receiving Complaints

Mainspring allows complaints (including MiFID complaints, as defined under the rules of the FCA) to be submitted free of charge and should be made in writing for the attention of the Compliance Department at Mainspring Nominees Limited by post to 20-22 Bedford Row, London, WC1R 4EB and by email to compliance@mainspringfs.com.

Please note that Mainspring conducts business with both retail and professional clients. If you are categorised as a professional client, then you may receive less protection than a retail client. One of such losses may be your right to refer a complaint to the Financial Ombudsman Service (FOS). As such, you should check on the FOS and FCA websites to confirm whether or not you classify as an eligible complainant, and are able to forward any subsequent complaints to them, if you are not happy with the resolution provided by Mainspring.

Upon receiving a complaint, Mainspring will provide prompt written acknowledgement that the complaint has been received and we are dealing with such complaint. We will subsequently ensure that the complainant is kept informed thereafter of the progress and the measures being taken for the complaint’s resolution.

 

Investigating complaints

Once a complaint has been received by Mainspring, we will:

(a)   investigate the complaint competently, diligently and impartially, obtaining additional information as necessary;

(b)   assess fairly, consistently and promptly:

  1. the subject matter of the complaint;
  2. whether the complaint should be upheld;
  3. what remedial action or redress or both may be appropriate; and
  4. if appropriate, whether Mainspring has reasonable grounds to be satisfied that another respondent may be solely or jointly responsible for the matter alleged in the complaint; and

(c)   comply promptly with any offer of remedial action or redress accepted by the complainant.

 

Resolving complaints

When handling a complaint, Mainspring will communicate with clients or potential clients clearly, in plain language that is easy to understand and will reply to the complaint without undue delay.

After full consideration of the matter we will write to the complainant providing an assessment of the complaint, informing the complainant whether we are upholding or rejecting the complaint and, where appropriate, making an offer of redress or remedial action. If such an offer is accepted, we will comply promptly with such redress.