POLICIES
Complaints
Introduction
RC Brown Investment Management PLC (RCBIM) strives to provide the highest possible standards of service to our clients at all times; as such we take complaints very seriously and welcome the opportunity to resolve matters in a prompt, fair, transparent and independent manner ensuring we provide good outcomes to our clients.
Our aim is to resolve all complaints as soon as possible after we receive your communication. We will always try to put matters right swiftly and most problems can usually be resolved within a few days; however, there may be times (if the investigation is complex and/or further enquiries need to be made) that the process takes longer. In these circumstances, we shall keep you informed of progress.
How to make a complaint
If you have a complaint, please contact us via one of the following routes to ensure your case is reviewed and the matter investigated.
By Post:
The Compliance Director
RC Brown Investment Management PLC
1 The Square
Temple Quay
Bristol
BS1 6DG
By Email: compliance@rcbim.co.uk
By Phone: 0117 925 6073
Information we need from you
As we make complaints resolution our highest priority, it would assist us if you could include the following information when you contact us:
- Your name, address and account details
- A clear description of your concern or complaint
- Details of what you would like to do to resolve the complaint
- Copies of any relevant documents/information
- A daytime telephone number or email address and any times which we can contact you
Investigating your complaint
- If we are unable to resolve your complaint with 3 days, we will acknowledge receipt of your communication within 5 days following the receipt of your complaint.
- We will advise you of the name of the person that will be dealing with your concerns.
- We will endeavour to respond to your complaint as quickly as possible but inevitably some complaints take longer to resolve because of their complexity or the need to obtain further information.
- Within eight weeks of receiving your complaint we will either:
- a) accept the complaint and, where appropriate, offer redress or remedial action; or
- b) offer redress or remedial action without accepting the complaint; or
- c) reject the complaint and give the reasons for doing so.
Investors’ Rights
RCBIM hopes to resolve all complaints in a prompt and fair way. On receipt of a final response, or if eight weeks have passed since we received your complaint (whichever is earlier), you have the right to refer your complaint to the Financial Ombudsman Service (FOS) if you remain dissatisfied.
The financial ombudsman service is free of charge and may be contacted at:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Tel: 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
If you choose to refer your complaint to the FOS, you must do so within six months of receiving our final response.
How RCBIM’s remuneration is determined
The Board of RCBIM reviews remuneration annually for all staff. Basic salaries are reviewed in line with individual performance. Bonuses are discretionary and linked directly to the firm’s overall financial position but will not exceed the ratio between fixed and variable components as specified in the Regulations.
RCBIM have set the ratio between the fixed and variable components of total remuneration to ensure that the total remuneration to the fixed component does not exceed 1:1. RCBIM may on occasion exceed the 1:1 ratio providing that it is approved by the shareholders or owners of the firm and in any case does not exceed a ratio of 1:2.
Privacy Policy
At RC Brown Investment Management, we take your privacy seriously and will only use your personal information to administer your account and to provide the services you have requested from us.
Once you become a client, from time to time we may also need to contact you to provide you with details of changes to our services. In order to meet our regulatory obligations, we will retain information about you and the advice we provide for at least six years from the end of our business relationship.
In providing our service we may share your information with associated companies, service providers, their agents and regulators. We will endeavour to ensure that your information is only used in line with your instructions and our strict policies on confidentiality. Some recipients may be based in other countries where standards of data protection may be different. Wherever possible we will make sure that you have the same levels of protection as in the UK.
We will not contact you to market other services and we will only pass on your details to other agencies where we have a legal or regulatory duty to do so.