How to complain and how GAV will respond
Green Angel Ventures Limited (“GAV”) (FRN: 963377) is authorised and regulated by the Financial Conduct Authority (FCA) in the United Kingdom.
GAV 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 GAV will follow in the event that you make a complaint.
Does this policy apply to you?
The services GAV provides are available to persons who are consumers, as well as individuals, businesses and organisations that may not be consumers, and GAV 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 GAV 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 GAV have handled your complaint.
How can you make a 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: Cameron Ross
Address: 42 Charlwood Road, London SW15 1PW Email Address: email@example.com Phone Number: (to be confirmed)
What will happen once we have received your complaint?
Your complaint will be reviewed by Cameron Ross, the Compliance Officer of GAV, 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 GAV’s senior management team.
GAV will promptly acknowledge your complaint in writing. In this acknowledgement, GAV will provide the name and title of the person that is handling your complaint. GAV will give this individual the authority necessary to investigate and settle the complaint. GAV will also include a copy of this policy at this time.
Investigating and resolving your complaint
GAV 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. GAV will set out our conclusions in a final response to you.
If GAV decides that redress is appropriate, GAV will aim to provide you with fair compensation for any acts or omissions for which GAV are responsible. If you accept our offer, GAV will promptly provide the compensation to you.
Our timetable for responding to you
Once GAV has acknowledged your complaint GAV will keep you informed of our progress. If GAV can quickly resolve your complaint GAV will send you a Summary Resolution Communication which will:
– Acknowledge your complaint and confirm that GAV 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 GAV is not able to resolve your complaint quickly GAV will, within eight weeks of receiving your complaint, send you either a final response or a written response that explains why GAV is not able to make a final response to you and when GAV 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.
Financial Ombudsman Service
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 GAV 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.
GAV will regard your complaint as closed in the following circumstances:
– once GAV has sent you a final response;
-where you have told the firm in writing that you accept an earlier response GAV 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 Cameron Ross via any of the contact methods listed above.