Complaint Handling Procedures

A summary of our complaint handling procedure

We are sorry that you have had cause to complain to FundRock Partners Limited. We will endeavour to resolve your dissatisfaction fairly and promptly. The following is a summary of how we will deal with your complaint.

Please provide us with your full name, address and plan number or contract reference, together with the full details of your complaint.

You can contact us by writing to:

The Compliance Officer FundRock Partners Limited Second Floor (East), 51-54 Gracechurch Street, London, EC3V 0RJ.

Our commitment to you:

• You will receive an acknowledgement of your complaint in writing within five business days of receipt.
• A member of the FundRock Partners Limited team will investigate your complaint promptly, thoroughly and impartially.
• If we are unable to resolve a complaint within four weeks, we will advise you in writing indicating when a final response will be available.
• In the unlikely event that we are unable to resolve your complaint within eight weeks, we will write to you to explain why this is and when we will be in a position to make a final response.

Financial Ombudsman Service

If you are not satisfied with the outcome of our investigation into your complaint, or we have not been able to provide you with a full response within eight weeks of receipt of your complaint, you may refer your complaint to the Financial Ombudsman Service (FOS). We will provide you with the details for referring to the FOS, with our final response or our explanatory letter if we have been unable to resolve the matter within 8 weeks.

The Financial Ombudsman Service can be contacted by:

Telephone: 0800 023 4 567

Or in writing to:

Exchange Tower London, E14 9SR