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Complaints Handling Policy

Introduction
At Oberon Investments, customer satisfaction is important to us and we aim to provide high levels of customer service at all times. If we do not deliver the standard of service you expect or if we make a mistake, we would like to know about it so we can put things right as quickly as possible and make improvements to prevent reoccurrence. Should you ever find that our service does not meet your expectations, please do not hesitate to get in touch with us. This will give us an opportunity to put the matter right and learn from the experience to further enhance the services we offer.

Our policy is designed to ensure that all complaints are dealt with promptly and we pay due regard to client interests and treat them fairly.

How To Raise A Complaint
Complaints should be addressed to the Compliance Department and can be made via one of the channels below:

Email: ​complaints@oberoninvestments.com​

Telephone Switchboard: +44 020 3179 5300

All calls will be recorded for training and monitoring purposes.

In writing:
Compliance Department
Oberon Investments Limited
2nd Floor, Nightingale House
65 Curzon Street
London
W1J 8PE

To help us investigate and resolve the complaint as quickly as possible, please provide us with the following information:

♦ Your name, account number, email address or telephone number and an indication of when is the best time to contact you

♦ A clear description of your concern or complaint

♦ Details of what you would like us to do to put it right

♦ Copies of any relevant documents and correspondence

We will try to resolve your complaint promptly and with minimum inconvenience to you.

Procedure For Dealing With A Complaint

What happens when we receive your complaint

All complaints will be passed to the relevant persons within the Compliance department and we aim to resolve the matter as soon as possible. Please bear in mind that some complaints are more complex and will require a longer investigation.

Referring your complaint to another firm

Where we believe that another firm may be solely, or jointly, responsible for the fault alleged in your complaint, we will refer your complaint to that firm for investigation and response. If, however, we are satisfied that we may have some responsibility for the fault alleged in your complaint, we will investigate it in accordance with these procedures.

Complaints resolved by the close of business on the third business day after the complaint is received:

If a complaint has been resolved by the close of business on the third business day after it was received, we will write to you confirming receipt of the complaint and that it is considered to have been resolved, and will provide you with a final response that:

  • Includes a summary of our investigation;
  • Informs you whether your complaint will be upheld or not and why/how we have reached this decision;
  • Informs you whether we will offer you any and the basis on which it will be calculated;
  • Informs you that if you are dissatisfied with the resolution of the complaint you may be able to refer the complaint to FOS (within six months of the date of our final response letter);
  • Informs you whether or not we consent to waive the relevant time limits;
  • Provides you with the website address of Financial Ombudsman Service (FOS) and their contact details; and
  • Refers you to the availability of further information on the website of FOS.

Our response to you will outline the nature of the complaint as it is understood by us and the steps that we have taken to resolve it. If you believe that we have misinterpreted the nature of your complaint, then please contact us immediately.

Complaints not resolved by close of business on the third business day after the complaint has been received:

If a complaint has not been resolved by close of business on the third business day after the complaint has been received, we will send you within five business days of the complaint being received:

  • a written acknowledgement; and
  • a copy of our Complaints Management Policy and Procedures.

 

You will be kept informed of the progress of the complaint. In some cases, we may require further information from you to enable us to fully investigate your complaint. Should this be the case, we will contact you for further details.

Our acknowledgement to you will outline the nature of the complaint as it is understood by us and the steps that we will be taking to resolve it. If you believe that we have misinterpreted the nature of your complaint, then please contact us immediately.

By the end of the eighth week after the complaint was received, we will send you:

A final written response that:

  • Includes a summary of our investigation;
  • Informs you whether your complaint will be upheld or not and why/how we have reached this decision;
  • Informs you whether we will offer you any redress and the basis on which it will be calculated;
  • Informs you that if you are dissatisfied with the resolution of the complaint you may be able to refer the complaint to FOS (within six months of the date of our final response letter);
  • Informs you whether or not we consent to waive the relevant time limits;
  • Provides you with the website address of Financial Ombudsman Service (FOS) and their contact details; and
  • Refers you to the availability of further information on the website of FOS.

 

Complaints which cannot be resolved within 8 weeks:

In very limited cases we may not be able to resolve your complaint within 8 weeks from the date of receipt. If this happens, we will write to you outlining why and when we expect to be able to provide a final response. Our letter will also state that you may be able to refer your complaint to the FOS if you are unhappy with our response and meet the criteria outlined below.

What to do if you are unhappy with the outcome of your complaint

As stated above, if you are unhappy with the outcome of your complaint, you may be able to refer your complaint to the Financial Ombudsman Service or take civil action.

What is the FOS?

The Financial Ombudsman Service was set up by law to provide consumers with a free, independent service for resolving disputes with financial firms authorised by the Financial Conduct Authority (FCA). As Oberon Investments Limited is authorised and regulated by the FCA, eligible complainants may choose to access their services.

Access to the Financial Ombudsman Service is free of charge and available to eligible complainants as defined in the FCA Handbook (summarised below).

The FOS is unlikely to consider a complaint before a final response has been provided or before 8 weeks has elapsed since we received your complaint, unless Oberon agrees to waive the time limits.

Eligible Complainants

An eligible complainant is someone who meets one of the following criteria outlined below. They must be either a

  1. Consumer i.e. an individual customer, or joint customers;
  2. “Micro-enterprise”. Micro-enterprises can bring complaints to the Ombudsman as long as they have an annual turnover of less than €2M and fewer than ten employees;
  3. Charity which has an annual income of less than £6.5M at the time the complainant refers the complaint to us;
  4. Trustee of a Trust which has a net asset value of less than £5M at the time the complainant refers the complaint to us;
  5. Consumer Buy To Let (CBTL) consumer in relation to CBTL business;
  6. Small or medium sized enterprise (SME) which has an annual turnover of less than £6.5M and
  • fewer than 50 employees or
  • an annual balance sheet that does not exceed £5M;
  1. Guarantor, who is not a consumer and has given a guarantee or security in respect of an obligation or liability of a person which was a micro-enterprise or SME as at the date that the guarantee or security was given.

An eligible complainant must either a current, previous or potential customer of Oberon Investments Limited.

Where an individual who complains is not an eligible complainant, then this becomes a Customer Service matter and Oberon will still endeavour to resolve the complaint.

Contact details of the Financial Ombudsman:

Address:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Email:
complaint.info@financial-ombudsman.org.uk

Telephone:
0300 123 9123 (charged at a national rate) or 0800 023 4567 (free from UK landlines and mobiles)

You can also find information in relation your complaint referral in the Financial Ombudsman Service website at: https://www.financial-ombudsman.org.uk/

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