Seedcamp Investment Management LLP (“SIM”)
How to complain and how SIM will respond
Seedcamp Investment Management LLP(FRN: 628313) is authorised and regulated by the Financial Conduct Authority (FCA) in the United Kingdom to provide alternative investment fund manager and custody services.
SIM is required to have in place effective and transparent procedures for the reasonable and prompt handling of complaints in relation to this service.
This document sets out the complaints handling procedures that SIM will follow in the event that you make a complaint.
Does this policy apply to you?
The services SIM provides are available to persons who are consumers, as well as individuals, businesses and organisations that may not be consumers, and SIM must therefore establish whether you are an ‘eligible complainant’ or not.
The definition of a consumer for regulatory purposes and refers to any natural person acting outside of his trade, business or profession.
It is important to note that SIM will treat all complainants equally, however only eligible complainants will be able to refer complaints to the Financial Ombudsman Service (FOS) if you are not satisfied with the way that SIM have handled your complaint.
You can make a complaint by any reasonable means – for example, letter, fax, email, telephone or in person. It is free of charge to complain.
To make a complaint, please contact:
Name: Reshma Sohoni
Address: 72-74 Dean Street, Soho Works – Seedcamp, London, W1D 3SG
Email Address: firstname.lastname@example.org
Phone Number: +442039362828
What will happen once we have received your complaint?
Your complaint will be reviewed by Reshma Sohoni, the Compliance Officer of SIM, as soon as possible. In the event that he is involved in the subject matter of the complaint, your complaint will be referred to another member of SIM’ssenior management team.
SIM will promptly acknowledge your complaint in writing. In this acknowledgment, SIM will provide the name and title of the person that is handling your complaint. SIM will give this individual the authority necessary to investigate and settle the complaint. SIM will also include a copy of this policy at this time.
Investigating and resolving your complaint
SIM will investigate your complaint competently, diligently and impartially with a view to deciding whether the complaint should be upheld and whether any remedial action and/or redress may be appropriate. SIM will set out our conclusions in a final response to you.
If SIM decides that redress is appropriate, SIM will aim to provide you with fair compensation for any acts or omissions for which SIM are responsible. If you accept our offer, SIM will promptly provide the compensation to you.
Our timetable for responding to you
Once SIM has acknowledged your complaint SIM will keep you informed of our progress. If SIM can quickly resolve your complaint SIM will send you a Summary Resolution Communication which will:
- Acknowledge your complaint and confirm thatSIM now considers it to be resolved;
- Explain that you may still be able to refer your complaint to the FOS if you subsequently disagree with our decision, and the timescales you have for doing this; and
- Provide information about how to contact the FOS.
If SIM is not able to resolve your complaint quickly SIM will, within eight weeks of receiving your complaint, send you either a final response or a written response that explains why SIM is not able to make a final response to you and when SIM expects to provide one.
Our response will also:
- inform you that, if you remain dissatisfied, you may refer the complaint to the FOS; and
- enclose a copy of, or an electronic link to, the FOS standard explanatory leaflet.
If you are an eligible complainant, you can refer a complaint to the FOS if you are not satisfied with the outcome of your complaint. Your rights are set out in the FOS’s leaflet “Your Complaint and the Ombudsman” which SIM will provide to you as part of the Complaints process. Please remember that if you wish to refer a complaint to the FOS, you must do so within six months of the date of our final response.
Alternatively, if you are based outside of the UK you can register your complaint on the Online Dispute Resolution (ODR) Platform using the link http://ec.europa.eu/consumers/odr/.
SIM will regard your complaint as closed in the following circumstances:
- once SIM has sent you a final response;
- where you have told the firm in writing that you accept an earlier response SIM have sent to you; or
- if you refer your complaint to the FOS, when the FOS informs the firm that the complaint has been closed.
If you have any questions about our complaints process, please contact Reshma Sohoni via any of the contact methods listed above.