Complaints Process

At Templar EIS Ltd we always aim to provide the highest possible levels of service and advice. However, whilst every effort will be made to act diligently, complaints can arise and it is important that you know what procedures exist to resolve them. You should advise your Templar EIS Adviser immediately of any disagreement or complaint and he or she will ensure that the matter is investigated and, wherever possible, a solution provided without undue delay.

Step 1: Whom to contact

In the event that you should be dissatisfied with a product/service provided by us, contact us so we can try solve this matter. If an issue is not resolved in the manner outlined above, you can write to the Complaints Officer of Templar EIS Ltd at the address below.

Step 2: What happens next?

Once a formal complaint has been filed, we will send a prompt written acknowledgement of your complaint, within 2 business days of receipt. If the nature of the complaint is unclear, we may telephone, email or write to you to clarify the area(s) of concern.

We will then carry out a full investigation by gathering the information needed to properly review your complaint. This may mean that we will ask you for more information or papers to assist us in the investigation.

In our experience, gathering all the facts and paperwork enables us to consider all the information available at the one time, which is in the best interest of reviewing a complaint comprehensively. If we do need to request details from you, we therefore ask that you respond as fully and as soon as possible.

The complaint may be the responsibility either wholly or in part of another firm. In these circumstances we will promptly refer the complaint to the other firm and inform you of this fact, and that a final response will be forwarded upon receipt from the other firm. We will also confirm that we are either investigating matters further or issuing a final decision letter.

We will endeavour to fully investigate your complaint and respond to you within the prescribed regulatory timeframes. If we are not in a position to provide you with a final response within those timeframes, we will send you an interim response, which explains that the firm is still not in a position to issue the final response, giving you an indication of when you should expect to receive it.

If we are still unable to respond within the prescribed regulatory timeframes, we will write to you again to advise why, and provide information on the relevant financial ombudsman, which is an independent dispute resolution service, to whom you may wish to take your complaint.

Once we have all the information needed, we will consider the complaint fairly and impartially and provide a written response indicating our decision.

If your complaint is not resolved to your satisfaction, then you may be entitled to refer your complaint to the relevant financial ombudsman. In our final decision letter, we will always provide you with full information about how to do this.

Step 3: Financial ombudsman services

If your complaint is not resolved to your satisfaction, you may be entitled to refer it to the independent financial ombudsman or supervisory authority relevant to your country of residence.