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) 3930 0592

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

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.

Following a full investigation, a final response will be sent to you within four weeks of receiving your complaint or, if we have been unable to finalise our investigations, you will receive a holding response explaining why we have been unable to finalise your complaint and a date indicating when we expect to make further contact.

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.

Their details are as follows: –

www.financial-ombudsman.org.uk

T: 0800 023 4567

Exchange Tower
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London
E14 9SR