Complaints policy

COMPLAINTS PROCEDURE

Our staff are available to speak to you five days a week on +44 203 854 0041

Most customers’ concerns can be resolved by our Customer Support staff, who will do all they can to help. If they are unable to do so the complaint will be passed to a specialist team for investigation.

If you prefer, you can write to us at: Mondeum Capital UK, 01-101, 51 Eastcheap, London EC3M 1DT.

Alternatively contact us by email: complaints@mondeumcapital.co.uk

To help us investigate your complaint as quickly and efficiently as possible, please provide us with your name and address, a daytime telephone number on which we can contact you, and if contacting us in writing, your account details. Please provide a clear description of your complaint, and what you would like us to do to resolve it.

We will acknowledge receipt of your complaint within five business days, and we will endeavour to resolve your complaint within 28 days. However, from time to time, it may be necessary to carry out further investigation to ensure we fully resolve your complaint. If this occurs, we may require the maximum of eight weeks from the date of receipt of your complaint before we respond to you, we will keep you updated on the progress of your complaint.

In the unlikely event that we are unable to resolve your complaint within eight weeks of receipt, or if you are not satisfied with our final response, you can contact the Financial Ombudsman Service at:

Financial Ombudsman Service

Harbour Exchange Square,

London E14 9SR