COMPLAINTS PROCEDURE

At GPIM we are always committed to providing you with the best possible service. Should you feel that any aspect of our service has not met your expectations, please let us know. We take complaints about our work, staff or level of service very seriously. No matter how minor they are, they are an opportunity for us to identify improvements in our systems and services.

GPIM Limited is authorised and regulated by the Financial Conduct Authority and is subject to the jurisdiction of the Financial Ombudsman Service (FOS).

Our Complaints Procedure

Please contact our Compliance Officer with details of your complaint either by telephone, letter or email. The contact details are as follows: –

The Compliance Officer
GPIM Limited

80 Coleman Street
London
EC2R 5BJ
Email: Kelvin.white@gpimlimited.com
T: + 44 (0) 20 3930 0592

If you are worried about the cost of a call to us, please ask us to call you back.

You can make a complaint about GPIM Limited directly to the FOS before we investigate, but only if we agree. If you do refer your complaint first, the FOS may still direct us to consider the case.

Where possible

  • Please provide a clear, detailed description of what your complaint is about
  • Copies of any letters or emails relating to your complaint
  • Details of how you would like us to communicate with you in respect of your complaint, i.e. via email or post

Next Steps

If we cannot resolve your complaint straight away, a written acknowledgement will be sent to you within five working days, summarising our understanding of your complaint and giving the name or job title of the person dealing with it. You will be kept informed whilst we are investigating the complaint.

The Final Response

Within 8 weeks of receiving your complaint, we are obliged to either:

  • make a final response informing you of our conclusions and if your complaint is upheld we may offer redress or compensation; OR
  • send you a notification that explains why we are not in a position to make a final response, giving you a reason for the delay and indicating when we will be in a position to make a final response.

What to do if you are not satisfied

If you are unhappy with the final response, or any delays in responding, you have the option of referring your complaint to the Financial Ombudsman or to refer to another alternative dispute resolution service.

Financial Ombudsman Service

Their details are as follows: –

Website and online complaint form: www.financial-ombudsman.org.uk

 

T: 0800 023 4567

E-mail address: complaint.info@financial-ombudsman.org.uk

Exchange Tower
Harbour Exchange
London
E14 9SR

The value of the securities and the income derived from them can fall as well as rise. Investors may not get back their initial investment. Past performance is not a reliable indicator of future performance and the amount realised may be less than the original investment made. Any estimates of future performance are based on assumptions that may not be realised. Any securities denominated in foreign currencies may see their value fall as a result of exchange rate movements. Market conditions may impact the liquidity and volatility of the securities and accordingly an investor may find it difficult to realise an investment.