External Complaints Policy

1. Introduction

Great Point Investments Limited (“GPI”) is authorised and regulated by the Financial Conduct Authority (“FCA”) in the United Kingdom. The FCA sets specific rules and regulations for how authorised firms must handle and resolve complaints, in respect if regulated activities, from its customers. We are required to have in place effective and transparent procedures for the reasonable and prompt handling of complaints received from eligible complainants.

This document sets out the complaints handling procedures that we will follow in the event that you, as a customer, make a complaint.

2.  What is a complaint?

A complaint is any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of, a person about the provision of, or failure to provide, a financial service.

3.  Who can complain?

A complaint can be made by any customer or potential customer of GPI, known as an eligible claimant. An eligible complainant is defined as:

  • A consumer;
  • A micro-enterprise which is an enterprise which employs fewer than 10 persons and has a turnover or annual balance sheet that does not exceed €2 million;
  • A charity which has an annual income of less than £6.5 million;
  • A trustee of a trust which has a net asset value of less than £5 million; or
  • A small business which has an annual turnover of less than £6.5 million and employs fewer than 50 persons or has a balance sheet total of less than £5 million.
4.  How can consumers make a complaint?

Customers can make a complaint by any reasonable means – for example, letter, fax, email, telephone or in person. It is free of charge to complain.

5.  How do we deal with complaints?

Your complaint will be referred in the first instance to our Complaints Management team as soon as possible.

We will promptly acknowledge your complaint in writing. We will give the team the authority necessary to investigate and settle the complaint. We will also include a copy of this policy.

6.  Investigating and resolving complaints

We will investigate your complaint fairly, consistently and promptly, determine whether the complaint should be upheld, and (if appropriate) determine remedial action and / or redress. We will set out our conclusions in a final response to you.

If we decide that redress is appropriate, we will aim to provide you with fair compensation for any acts or omissions for which we are responsible. If you accept our offer, we will promptly provide the compensation to you.

7.  Our timetable responding to you

Once we receive your complaint, we will acknowledge it within 3 working days of receiving it. We will investigate your complaint fairly and consistently and may be in touch to ask for more information. We will determine whether the complaint should be upheld, and (if appropriate) determine remedial action and / or redress. We will set out our conclusions in a final response to you.

We have 8 weeks from when we receive your complaint to send you a final response. If we haven’t responded to you within this time and you are an eligible complainant, you can refer your complaint to the Financial Ombudsman Service (the “FOS”).

8.  Financial Ombudsman Service (FOS)

If you are an eligible complainant, you are able to 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 we will provide to you as part of our response.

Please remember that if you wish to refer a complaint to the FOS, you must do so within 6 months of us sending you our Final Response. Further information can be found on the FOS website www.financial-ombudsman.org.uk.

9.  Closing complaints

We will regard your complaint as closed in the following circumstances:

  • once we have sent you a final response; or
  • where you have told us in writing that you accept an earlier response that we have sent to you; or
  • if you refer your complaint to the FOS, when the FOS informs us that the complaint has been closed.
10. Questions

If you have any questions about our complaints process, you can contact our Compliance Officer, in one of the following ways:


Great Point Investments Limited

10 Orange St,



Telephone: 020 3873 0020