Vestoq strives to deliver excellence in the delivery of our Funds and any associated activity. In the unfortunate event that you feel we have not met this standard or you have a complaint against one of our Fund Managers which you feel you have been unable to resolve satisfactorily with the Fund Manager concerned, we will follow the complaints process set out below.
We are willing to consider any complaints you may have against Vestoq or its staff. In addition to helping resolve any grievance you may have, this will also give us the opportunity to assess and improve the way in which conduct our business. You can complain in person, by telephone by phoning the office and arranging a meeting at a convenient time or by sending an email or letter.
We take compliants seriously; they give us important information about how we can better serve our clients. Vestoq Ltd. has a Complaints Manager who is responsible for reviewing complaints to ensure they are dealt with appropriately. If we cannot resolve your complaint on the spot we will acknowledge it and try to resolve it as quickly as we can. In some cases where there are complicated facts or circumstances, or where we need to deal with third parties, it might take several weeks to investigate your complaint and address your concerns.
Once you have contacted us advising us of your complaint:
If we unable to adhere to the timescales indicated above, we will contact you to let you know why and provide you with an alternative timeframe.
In the first instance, any complaints in connection with their services should be directed to the Fund Manager to enable them to address your concerns.
For clarity, Vestoq is unable to get involved with complaints concerning investment decisions made by Fund Managers as, contractually, all investment decisions are made by the Fund Managers without any influence by or input from Vestoq.
Consequently, Vestoq is unable to become involved in any complaints specific to investment decisions unless it is clear that the Fund Manager has not operated in line with the operating guidelines prescribed in their fund management contracts.
However, if your complaint is about the conduct of, or service offered by, the Fund Managers and that did not deal with your application for funding satisfactorily, then you are able to provide Vestoq with details of your complaint, either in person, by telephone or in writing either in an email or letter, so that we can investigate the matter.
