1.Client disclosure 

Ebury Partners Belgium NV – Ireland Branch (hereinafter the “Company” or the “Firm”) maintains effective and transparent procedures for the reasonable and prompt handling of complaints received from the client services team and keeps records of each complaint as well as the actions that were taken to remedy any situation. 

We appreciate things can go wrong some time and as such we ask that you get in touch with us prior to submitting a complaint as some issues may be able to be resolved prior to reaching this level. 

If you have a complaint about any aspect of our service, then we would like to hear from you. You can contact us by email at [email protected]. Our complaints department will be best placed to receive your complaint and work with you to resolve it.

2.Complaints procedure 

2.1. Complaint reception 

The Company  has established an internal complaints procedure to ensure your complaint is dealt with efficiently and by the correct person. To help us investigate and resolve the problem as quickly as possible, please make sure you give us the following information:

• Your name, address and client reference number
• 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, such as letters
• A daytime telephone number where we can contact you

2.2. Timeframe 

We will try to resolve your complaint immediately and with minimum inconvenience to you. The first step is for us to be really clear on what the problem is and to identify with you what we can do to put it right. The more information you can give us the better.

Sometimes we will not be able to solve the problem for you immediately. If we are unable to resolve your complaint by the following day and if we have not already contacted you to agree with our proposal for resolving it, we will send  an acknowledgement of your complaint in writing within 5 business days of receiving the complaint.

If your complaint is particularly complex in nature, we will keep you informed of the progress we are making as we continue our investigations.

In any event, we will endeavour to resolve your complaint and provide you with a full response within 40  business days of receiving the complaint. During this process we will provide you with an update in 20 business days from the date we received your complaint.

If we are unable to provide you with a final response within 40 business days we will provide you with:

• An explanation as to why we are unable to provide you with a final response and with an indication as to when you will get one; and
• If you are an eligible client a notification of your rights to refer the matter toThe Financial Services and Pensions Ombudsman.

2.3. Response 

In our final response we will include:

• a summary of your complaint;
• a summary of the outcome of our investigation;
• whether we acknowledge there has been any fault on our side and whether the complaint will be upheld;
• details of any offer to settle the complaint and how long this offer will remain open; and
• if you are an eligible client, a notification of your right to refer the matter to The Financial Services and Pensions Ombudsman.

As required by our regulatory oversight, law and various other principles, we will communicate our results in a clear, factual and fair manner ensuring that you understand the outcome of your complaint.

3.Recordkeeping

All Complaints dealt with by the Complaints department shall be held for a period of at least five (5) years starting for the date the complaint was launched and/or from the date the Client relationship has come to an end.

4.The Financial Services and Pensions Ombudsman

If you have lodged a complaint and are not entirely satisfied with the solution, you can contact the The Financial Services and Pensions Ombudsman directly at:

The Financial Services and Pensions Ombudsman.

Lincoln House, 

Lincoln Place, 

Dublin 2, 

D02 VH29

Website: https://www.fspo.ie/ 

Email: [email protected] 

Phone: +353 1 567 7000