Complaints Process

At Templar EIS Ltd we always aim to provide the highest possible levels of service and advice. However, whilst every effort will be made to act diligently, complaints can arise and it is important that you know what procedures exist to resolve them. You should advise your Templar EIS Adviser immediately of any disagreement or complaint and he or she will ensure that the matter is investigated and, wherever possible, a solution provided without undue delay.

Step 1: Whom to contact

In the event that you should be dissatisfied with a product/service provided by us, contact us so we can try solve this matter. If an issue is not resolved in the manner outlined above, you can write to the Complaints Officer of Templar EIS Ltd at the address below.

Step 2: What happens next?

Once a formal complaint has been filed, we will send a prompt written acknowledgement of your complaint, within 2 business days of receipt. If the nature of the complaint is unclear, we may telephone, email or write to you to clarify the area(s) of concern.

We will then carry out a full investigation by gathering the information needed to properly review your complaint. This may mean that we will ask you for more information or papers to assist us in the investigation.

In our experience, gathering all the facts and paperwork enables us to consider all the information available at the one time, which is in the best interest of reviewing a complaint comprehensively. If we do need to request details from you, we therefore ask that you respond as fully and as soon as possible.

Where a complaint is wholly or partly the responsibility of another firm, we may refer the relevant aspects of the complaint to that firm and will inform you accordingly. Where Templar EIS Ltd remains responsible for investigating any aspect of the complaint, we will continue to handle that aspect in accordance with the timeframes set out below.

We will investigate your complaint and, upon completion of our investigation and without unnecessary delay, provide you with a written final response setting out the outcome of our investigation and our proposed course of action. In any event, we will provide our response within fifteen (15) working days from the date of receipt of your complaint.

If the investigation has not been completed, or is not expected to be completed, within fifteen (15) working days from receipt of the complaint, we will inform you in writing before the expiry of that period. We will explain the reasons for the delay and provide an indication of when the investigation is expected to be completed. We will also inform you that, if you are not satisfied with the progress of the investigation, you may refer the matter to the Office of the Arbiter for Financial Services.

Once we have all the information needed, we will consider the complaint fairly and impartially and provide a written response indicating our decision.

If your complaint is not resolved to your satisfaction, then you may be entitled to refer your complaint to the relevant financial ombudsman. In our final decision letter, we will always provide you with full information about how to do this.

Step 3: Financial ombudsman services

If your complaint is not resolved to your satisfaction, you may be entitled to refer it to the independent financial ombudsman or supervisory authority relevant to your country of residence.