Complaints procedure

How to complain and how Redrice Ventures will respond

Redrice Ventures Limited (FRN: 791617) is authorised and regulated by the Financial Conduct Authority (FCA) in the United Kingdom to provide alternative investment fund manager services. 

Redrice Ventures is required to have in place effective and transparent procedures for the reasonable and prompt handling of complaints in relation to this service.

This document sets out the complaints handling procedures that Redrice Ventures will follow in the event that you make a complaint.

Does this policy apply to you?

The services Redrice Ventures provides are available to persons who are consumers, as well as individuals, businesses and organisations that may not be consumers, and Redrice Ventures must therefore establish whether you are an ‘eligible complainant’ or not. 

The definition of a consumer for regulatory purposes and refers to any natural person acting outside of his trade, business or profession.

It is important to note that Redrice Ventures will treat all complainants equally, however only eligible complainants will be able to refer complaints to the Financial Ombudsman Service (FOS) if you are not satisfied with the way that Redrice Ventures have handled your complaint.

How can you make a complaint? 

You can make a complaint by any reasonable means – for example, letter, fax, email, telephone or in person.  It is free of charge to complain.

To make a complaint, please contact:

Name: Thomas March
Address: 11 Emerald Street, London, WC1N 3QL
Email Address: tom.march@redriceventures.com
Phone Number: 07809404165

What will happen once we have received your complaint?

Your complaint will be reviewed by Thomas March, the Compliance Officer of Redrice Ventures, as soon as possible.  In the event that he is involved in the subject matter of the complaint, your complaint will be referred to another member of Redrice Ventures senior management team.

Redrice Ventures will promptly acknowledge your complaint in writing.  In this acknowledgement, Redrice Ventures will provide the name and title of the person that is handling your complaint. Redrice Ventures will give this individual the authority necessary to investigate and settle the complaint. Redrice Ventures will also include a copy of this policy at this time.

Investigating and resolving your complaint

Redrice Ventures 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. Redrice Ventures will set out our conclusions in a final response to you.

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

Our timetable for responding to you

Once Redrice Ventures has acknowledged your complaint Redrice Ventures will keep you informed of our progress. If Redrice Ventures can quickly resolve your complaint Redrice Ventures will send you a Summary Resolution Communication which will:

  • Acknowledge your complaint and confirm that Redrice Ventures now considers it to be resolved;

  • Explain that you may still be able to refer your complaint to the 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.

If Redrice Ventures is not able to resolve your complaint quickly Redrice Ventures will, within eight weeks of receiving your complaint, send you either a final response or a written response that explains why Redrice Ventures is not able to make a final response to you and when Redrice Ventures expects to provide one.

Our response will also:

  • 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

If you are an eligible complainant, you can refer a complaint to the FOS if you are not satisfied with the outcome of your complaint.  Your rights are set out in the FOS’s leaflet “Your Complaint and the Ombudsman” which Redrice Ventures will provide to you as part of the Complaints process.  Please remember that if you wish to refer a complaint to the FOS, you must do so within six months of the date of our final response.

Alternatively, if you are based outside of the UK you can register your complaint on the Online Dispute Resolution (ODR) Platform using the link http://ec.europa.eu/consumers/odr/.

Closing complaints

Redrice Ventures will regard your complaint as closed in the following circumstances:

  • once Redrice Ventures has sent you a final response;

  • where you have told the firm in writing that you accept an earlier response Redrice Ventures have sent to you; or

  • if you refer your complaint to the FOS, when the FOS informs the firm that the complaint has been closed.

Questions

If you have any questions about our complaints process, please contact Thomas March via any of the contact methods listed above.