Complaints Handling Procedure

Where to submit a complaint:

A complaint or issue of dissatisfaction should be submitted to our complaints management function in one of the following ways:

In writing to: BlueCove Limited
Attn: Compliance Officer,
10 New Burlington Street,
London W1S 3BE,
United Kingdom
By email to: complaints@bluecove.com

Submission of a complaint is free of charge.

What we do with your complaint:

On receipt of your communication, we will undertake an assessment as to whether this is a complaint under applicable regulations and should be handled in line with our internal complaints policy.

If you are a MiFID complainant, we will provide written acknowledgement of your complaint promptly and will keep you informed of our progress in reviewing your complaint.

Where we receive MiFID complaints we will ensure that we investigate the complaints competently and diligently. We will review the complaint impartially and will ensure that we seek additional information where necessary. Our assessment of the complaint will be made promptly, fairly and consistently. We will review the subject matter of the complaint and assess whether the complaint should be upheld. We will assess the remedial action or redress that is appropriate if the complaint is upheld and will also assess whether another respondent party is solely or jointly responsible for the issue raised within the complaint. Where our offer of remedial action or redress is accepted, we will ensure that we comply with its terms.

If we determine that the communication is a complaint and you are an eligible complainant (as defined in applicable regulations), we will endeavour to provide you with a resolution within three business days. If we consider your complaint requires further review and we cannot respond to you with a resolution within three business days, we will inform you of this. We will provide you with details of who is responsible for handling your complaint at BlueCove as they will provide you with updates.

We will provide you with a written summary resolution which will contain details as to how you can escalate your complaint to the Financial Ombudsman Service (“FOS”), should you be dissatisfied with our proposed resolution. Within our proposed resolution we will provide details as to any findings we have made as a result of our investigation into your complaint, and whether any remedial action will be taken by us. We will ask you to confirm if you are satisfied with our conclusion.

What happens if you are not satisfied with our conclusion:

If you are not satisfied with our conclusion, you should inform us. In this case we will not close your complaint and will continue to seek resolution. You may be entitled to raise your complaint to the FOS if you feel dissatisfied with our proposed resolution. There are set time limits in which you are able to raise your complaint to the FOS and we will provide these time limits within our final response. We reserve the right to waive this time limit and if we do waive the relevant time limit we will provide you with notice of this.

Final response:

We will provide you with a written final response letter within eight weeks of the date of your original complaint. Within this letter we will provide details as to any findings we have made as a result of our investigation into your complaint, and whether any remedial action will be taken by us. We will ask you to confirm if you are satisfied with our conclusion.

Financial Ombudsman Service:

If you should wish, and you are an eligible complainant, you may refer your complaint to the FOS at:

Address: The Financial Ombudsman Service
Exchange Tower
London E14 9SR
Email: complaint.info@financial-ombudsman.org.uk
Complaint form: https://help.financial-ombudsman.org.uk/help
Telephone: 0800 023 567 or 0300 123 9 123 or +44 20 7964 0500

Further information is available on the website for the Financial Ombudsman Service which can be found here: http://www.financial-ombudsman.org.uk/

February 2019