Complaints Policy

COMPLAINTS POLICY

Purpose

Linchpin IFM Limited (“Linchpin”) has implemented a Complaints Handing Policy to ensure that it is able to handle customer complaints quickly, easily and in a transparent manner. Complaints must also be handled fairly and provide consistent outcomes for all customers, as required under the Financial Conduct Authority’s (“FCA’s”) Principle of Treating Customer Fairly. For the purpose of complaints, Linchpin considers that an investor (ie. a party who has been introduced to a Linchpin client through our offices) may make a complaint as well as a client.

Linchpin Advisory Limited, which is the parent company of Linchpin, is not registered with the FCA but has chosen to adopt the same policies when handling complaints. Complainants to Linchpin Advisory will by definition not be eligible complainants under the FCA’s rules and so the procedure described below will be followed.

Procedure

If you wish to make a formal complaint to one of the Linchpin companies, you are asked to put it in writing by email and send it to william@linchpin-advisory.com.

On receipt of a complaint we will use the following procedure:

If a formal complaint is received it should be referred to William Bourne immediately.
Where the complaint has been made verbally, the investor or client should be asked to put the complaint in writing (e-mail is acceptable). However, it should be noted that failure to do so by the client does not remove The Firm’s obligation to investigate the complaint and treat the customer fairly.
Complaints should be resolved as soon as possible. The Firm has three business days (after having received the complaint) in which to resolve the complaint. The Firm will not be required to send the complainant a final response letter if the complaint has been resolved within this timeframe.
However, The Firm is required to send the complainant a summary resolution communication (e-mail is acceptable). This will contain details of how The Firm has resolved it or alternatively, if appropriate, how they can direct their complaint to the Compliance Officer of the relevant Linchpin Client (i.e. the fund manager who are Linchpin’s contractual clients) should they be dissatisfied with the resolution provided by The Firm.
The complaint will be considered closed when the client has accepted in writing the summary resolution or if no response has been received within 10 days, following the provision of the summary resolution.
Where it has not been possible to resolve a complaint within three business days, William Bourne will take responsibility for ensuring its resolution or, if appropriate, escalating it to the relevant Client’s Compliance Officer.
Where a complaint cannot be resolved within three business days, The Firm has an obligation to promptly acknowledge the complaint and provide the complainant with a copy (or summary) of its complaint handling procedures.
The Firm then has an ongoing obligation to keep the complainant informed of the progress of their complaint.
The Firm must, by the end of eight weeks after its receipt of a complaint, send the complainant:
A final response; or
A written response, which:
Explains why it is not in a position to make a final response and indicates when it expects to issue one;
Informs the complainant that she/he may refer the matter to the Financial Ombudsman; and
Encloses a copy of the FOS explanatory leaflet.
A complaint is closed where The Firm has sent a final response or the complainant has indicated in writing its acceptance of The Firm’s earlier response.
In addition, the client may, in some circumstances, have the right to make a claim for compensation under the Financial Services Compensation Scheme (“FSCS”) in respect of an inability of The Firm to satisfy a claim made against it by the client.

Last updated May 2022

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