Summary of the Complaints Handling Policy
Introduction
At CapVest Partners LLP (“CVP”) and CapVest Irish Partners Limited (“CVIP”) (hereafter together referred to as “CapVest” or the “Firm”), all complaints received are handled fairly and we are committed to providing you with a clear communication service in relation to CapVest funds. As such, if at any time you would like to discuss a complaint or concern you have, please follow the steps outlined below.
How to get in touch
To ensure that your complaint is handled promptly, please send your contact details, a summary of the complaint, any alleged damage or loss and, if possible, copies of any documentation supporting your complaint to compliance@capvest.co.uk. You will find the names and contact details of the CapVest staff who will be able to assist with your complaint in Addendum A.
What we do once you have been in touch
On receipt of your communication, we will undertake an assessment as to whether it is a complaint and should be handled in line with our internal Complaints Policy. We will provide written acknowledgement of your complaint promptly and will keep you informed of our progress in reviewing it. All complaints are investigated diligently and reviewed impartially by the Firm’s Compliance team who will seek additional information where necessary.
We will assess the remedial action or redress that is appropriate if the complaint is upheld and will also assess whether another party is solely or jointly responsible for the issue raised within the complaint. Where the offer of remedial action or redress is accepted, we will ensure that we comply with those terms. The Firm endeavours to resolve all complaints within three business days. We will inform you if your complaint requires further review and the Firm is unable to resolve it within three business days. You will be provided with the name of the Compliance team member handling the matter and they will provide you with updates. We will provide you with a written final response letter within eight weeks of the date of your original complaint. Within this letter we will provide details of any findings we have made as a result of our investigation into your complaint and whether any remedial action will be taken by the Firm. We will also ask you to confirm if you are satisfied with our conclusion.
What happens if you are dissatisfied with the proposed solution?
If you are not satisfied with our response, you are entitled to appeal to an alternative dispute resolution entity. Addendum B provides the details of the relevant entities that you may appeal to and the relevant contact details.
Addendum ALondon: CapVest Partners LLP, 100 Pall Mall, London SW1Y 5NQ, United KingdomE-mail: compliance@capvest.co.uk or rcaroo@capvest.comAttention: Rachael CarooDublin: 7th Floor, 35 Shelbourne Road, Ballsbridge, Dublin D04A 4E0, Ireland.E-mail: compliance@capvest.com or doreilly@capvest.comAttention: Dylan O’ReillyAddendum BAlternative Dispute Resolution EntitiesLondon: The Financial OmbudsmanEmail: complaint.info@financial-ombudsman.org.ukHelpline: +44 800 023 4567Dublin: Financial Services and Pensions OmbudsmanEmail: info@fspo.iePhone: +353 1 567 7000