Complaints policy

Triple Point Investment Management LLP (“TPIM”) and Triple Point Administration LLP (“TPAL”) are both client-facing entities within the Triple Point Group. Each is authorised and regulated by the Financial Conduct Authority (“FCA”) in the United Kingdom.

Each firm is required to have in place effective and transparent procedures for the reasonable and prompt handling of complaints we may receive from an investor in a fund or service that we manage or operate.

This document provides information about our complaints handling procedures that apply to both the above firms, and which we will follow in the event that you make a complaint.

We seek to provide excellent client service and our preference is to avoid circumstances where a complaint may arise in the first place. However, if something does go wrong, we will endeavour to resolve issues fairly and promptly if we can. Either way, we always welcome feedback, good or bad, because it enables us to improve our processes and the experience that our clients have of Triple Point – please don’t hesitate to get in touch if you are able to share your thoughts.

Does this policy apply to you?

It is important to note that we will treat all complainants equally and fairly – our reputation is very important to us, and we will strive to ensure that our clients are satisfied with the services that we provide wherever we can. We hold client interests at the heart of our activities, which is also a requirement for regulated firms under the Consumer Duty. We endeavour to provide our customers with the best outcomes.

How can you make a complaint?

You can make a complaint by any reasonable means – for example, by letter, email, telephone or in person.

To make a complaint, please contact us by:
Telephone: 020 7201 8989
Email: contact@triplepoint.co.uk
Write to: Complaints, Triple Point,
1 King William Street, London, England, EC4N 7AF, GB

What will we do once we have received your complaint?

It is important we are able to review and consider any complaints fully. We will promptly acknowledge your complaint and let you know the name and title of the person that is handling your complaint.

This individual will have the necessary authority to investigate and settle the complaint and will be, by default, a senior member of the Triple Point Group.

Investigating and resolving your complaint

We will investigate your complaint competently, diligently and impartially with a view to deciding whether the complaint should be upheld and whether any remedial action and/or redress may be appropriate, and we will send our conclusions to you.

If we decide that redress is appropriate, we will aim to provide you with fair compensation for any acts or omissions for which we are responsible. If you accept our offer, we will promptly provide the compensation to you.

Aside from your ability to complain, we welcome and encourage feedback, both negative and positive, which is valuable to our efforts to continually improve our services.

Our timetable for responding to you

Once we have promptly acknowledged your complaint (usually within three working days), we will keep you informed of our progress. If we are able to resolve your complaint quickly, we will send you a Summary Resolution Communication, which will:

Acknowledge your complaint and confirm that we now consider it to be resolved;

Explain that you may still be able to refer your complaint to the Financial Ombudsman Service (FOS) if you subsequently disagree with our decision, and the timescales you have for doing this; and

Provide information about how to contact the FOS.

Some complaints need more investigation or may take longer to resolve. If we are unable to resolve your complaint quickly, we will, within eight weeks of receiving your complaint, send you either a final response or a written response that explains why we are not in a position to make a final response and when we expect to provide one.

Our response will also include the following:

Inform you that, if you remain dissatisfied, you may refer the complaint to the FOS; and

Enclose a copy of, or an electronic link to, the FOS standard explanatory leaflet.

Financial Ombudsman Service (FOS)
If you are unhappy with our decision, you can refer your complaint to the FOS, which aims to resolve disputes between financial services firms and their clients.

For further information please see the FOS Consumer leaflet “Want to take your complaint further?” available online at:
www.financial-ombudsman.org.uk/publications/consumer-leaflet.html

If you wish to refer a complaint to the FOS, you must do so within six months of the date of our final response.

Closing complaints

We will regard your complaint as closed in the following circumstances:

Once we have sent you a final response;

Where you have told us that you accept an earlier response that we have sent to you; or

If you refer your complaint to the FOS, when the FOS informs us that the complaint has been closed.

Questions

If you have any questions about our complaints process, please contact us at:

contact@triplepoint.co.uk
Complaints, Triple Point, 1 King William Street, London, England, EC4N 7AF, GB

For more information about Triple Point please contact a member of the team:

Triple Point
1 King William Street
London, EC4N 7AF

Advisor and Investor Enquiries
020 7201 8990
contact@triplepoint.co.uk
www.triplepoint.co.uk

We do not provide advice to investors. The information which appears on our website is for information purposes only and does not constitute specific advice. Neither does it constitute a solicitation, offer or recommendation to invest in, or dispose of, any investment. We recommend that any potential investors should seek specialist independent tax and financial advice before investing in any of our products.