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This page contains important legal and regulatory
statements which you must read in conjunction with the information on Border
Asset Management's Internet Website. This information has been approved by
Border Asset Management Ltd and does not in any way constitute investment
advice.
The page provides
a contemporary statement of our Complaints Handling Procedures as at August 2004, and,
as mentioned in our
Terms and Conditions,
paragraph 41, may always be referred to
as the most up to date version.
Complaints Handling Procedures
Our aim is to
have an entirely satisfactory financial relationship with all our clients. If at
any time you are unhappy with any aspect of our service or would like to suggest
ways we could improve this, please contact us. We hope that the relationship you
have with us will encourage you to discuss any such matter on an informal basis
and allow us to attend to any concerns immediately and on an informal basis.
In accordance
with the rules of the Financial Services Authority, Border Asset Management
(BAM) has established procedures for the effective consideration of complaints.
This information can also be accessed in a printed document, a copy of which is
available on request and will also be automatically supplied to anyone
making a complaint which cannot be resolved by close of business on the next
business day.
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1 |
Receipt of complaints |
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Complaints,
about either banking or investment-related matters, may be received either
in writing (including e-mail and fax) or verbally (either over the telephone
or in face to face conversation). Defining what constitutes a "complaint"
will inevitably be a matter of judgement for the person who receives the
"complaint", however, "any expression of dissatisfaction whether justified
or not" will constitute a complaint. |
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2 |
Persons responsible for handling complaints |
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Any verbal or written
complaint must be considered by the BAM Compliance Officer or a Director who
is not himself concerned in the subject matter of the complaint, or where
this is not possible, by another person of appropriate standing who is not
an officer or employee of the Company.
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3 |
Verbal resolution |
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We
anticipate that the majority of complaints can be resolved promptly and
verbally. Where a complaint can be dealt with verbally to your satisfaction,
it will be effected, where possible, by the close of the business on the day
following the day on which the complaint is received.
Unless the matter can be resolved by close of business on the business day
following its receipt and if a complaint alleges that you have suffered, or
may suffer, financial loss (including consequential or prospective loss in
addition to actual loss), material distress or material inconvenience, our
response will be in writing and will follow the procedures set out in
paragraph 4 below. In these cases, the person to whom the complaint has been
referred will complete a Customer Complaint Form which will be passed to our
Compliance Officer who is responsible for monitoring complaints and
assessing any recurring or systematic problems as well as the specific
problem identified by you. |
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4 |
Written resolution |
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All
complaints not resolved under procedures set out in paragraph 3 above will
be acknowledged in writing within five days of receipt. Our acknowledgement
will give the name and job title of the person handling the complaint and
include a copy of these Complaint Handling Procedures. If we are in a
position to give our final response within five days we may combine this
acknowledgement with our final response.
In any
event, we will within four weeks of the receipt
of a complaint, send you either:
a. A final
substantive response; or
b. A holding response explaining why we are not yet in a position to
resolve the complaint and giving an indication
when we will make further
contact. |
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By the end
of eight weeks from the date of receipt of the
complaint we must send you either:
c. A
final substantive response; or
d. A response which will:
♦
Explain that we are still not in a position to make a final
response, giving reasons for the further delay and
indicating when
we expect to be able to provide a final response; and
♦
Inform you that you may refer the complaint to the Financial
Ombudsman Service if you are dissatisfied with the
delay and enclose
a copy of the Financial Ombudsman Service's explanatory leaflet.
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The final response must either: |
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a.
Accept the complaint and indicate how the issue is to be resolved; or
b. Reject the complaint giving full reasons; |
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and in
either case:
♦
Inform
you that you may refer the complaint to the Financial Ombudsman Service
if you are dissatisfied with our
final response and that you must do so
within 6 months; and
♦
Enclose
a copy of the Financial Ombudsman Service's explanatory leaflet (unless
this has already been done). |
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In all
cases, our response must address adequately the subject matter of the
complaint, notify you of your right to refer the matter to the Financial
Ombudsman Service and include a copy of this complaints procedure.
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