Complaints policy

How To Complain and How Frontier Development Capital Limited Will Respond

Frontier Development Capital (“FDC”, “we” or “us”) is authorised and regulated by the Financial Conduct Authority (FCA) in the United Kingdom to provide investment intermediation.

We are required to have in place effective and transparent procedures for the reasonable and prompt handling of complaints made against us in relation to any products and or services that we provide.

It is important to note that we will treat all complainants equally. This policy sets out the complaints handling procedures that we will follow if a complaint is made against us.

Those that are considered to be an eligible complainant (as defined by the FCA which includes consumers, certain types of micro-enterprises / charities / trustees of trusts) will be able to refer their complaints to the Financial Ombudsman Service (FOS) if they are not satisfied with the way that we have handled their complaint.

How to Make a Complaint?

You can make a complaint, which is free, by any reasonable means by letter, email, telephone or in person. Please use any of the following contact details:

Name: Jack Glonek
Address: Frontier Development Capital, 45 Church Street, Birmingham, B3 2RT
Email:  jackglonek@frontierdevelopmentcapital.com
Phone: 0345 319 4528

What will happen once we have received your complaint?

Your complaint will be reviewed by Jack Glonek (FDC’s Compliance Officer) as soon as possible. If he is involved in the subject matter of the complaint, your complaint will be referred to another member of our senior management team.

We will promptly acknowledge your complaint in writing. In this acknowledgement, it will provide the name and title of the person that is handling your complaint and a copy of this policy. We will also give this individual the authority necessary to investigate and settle the complaint.

Investigating and Resolving Your Complaint

We 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. 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 compensation to you.

Our Timetable for Responding to You

Once we have acknowledged your complaint, we will keep you informed of our progress. If we can quickly resolve your complaint, we will send you a summary resolution communication which will:

• acknowledge your complaint and confirm that we now consider it to be resolved
• explain that you (when an eligible complainant) 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
• provide information about how to contact the FOS

If we are not able to resolve your complaint quickly, we will, within eight weeks of receiving your complaint, send you either a final response or a written response that explains why we are not able to make a final response to you and when we expect to provide one.

Our response will also:

• inform you (when an eligible complainant) that, if you remain dissatisfied, you may refer the complaint to the FOS
• enclose a copy of, or an electronic link to, the FOS standard explanatory leaflet

Financial Ombudsman Service (FOS)

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 we 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 the final response.

Closing complaints

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

• Once we have sent you a final response.
• Where you have told us in writing that you accept an earlier response that we had sent to you.
• If you have referred your complaint to the FOS and when they inform us that the complaint has been closed.

Questions

If you have any questions about our complaints process, please contact Jack Glonek via any of the contact methods listed above.