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Complaints Policy

How to complain and how Eos Venture Partners Ltd will respond

Eos Venture Partners Ltd (FRN: 767706) is an Appointed Representative of Enterprise Investment Partners LLP (FRN: 604439) (“EIP”). EIP is authorised and regulated by the Financial Conduct Authority (“FCA”).

EIP is required to have in place effective and transparent procedures for the reasonable and prompt handling of complaints in relation to services provided to its customers, including customers of its Appointed Representatives. EIP is the organisation responsible for dealing with, and attempting to resolve, your complaint.

This document sets out the complaints handling procedures that EIP will follow in the event that you make a complaint.


Does this policy apply to you?

The services EIP provides are available to persons who are consumers, as well as individuals, businesses and organisations that may not be consumers, and EIP must therefore establish whether you are an ‘eligible complainant’ or not.

It is important to note that EIP will treat all complainants equally, however only eligible complainants will be able to refer complaints to the Financial Ombudsman Service (FOS) if you are not satisfied with the way that EIP has handled your complaint.


How can you make a complaint?

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


To make a complaint, please contact:

Name:                Salima Fajal

Address:             East Side, Kings Cross, London, N1C 4AX

Email Address:

Phone Number: 0207 843 0479


What will happen once we have received your complaint?

Your complaint will be reviewed by Salima Fajal, the Compliance Officer of EIP, as soon as possible. In the event that she is involved in the subject matter of the complaint, your complaint will be referred to another member of EIP’s senior management team.

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


Investigating and resolving your complaint

EIP 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. EIP will set out our conclusions in a final response to you.

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


Our timetable for responding to you

Once EIP have acknowledged your complaint EIP will keep you informed of our progress.  If EIP can quickly resolve your complaint EIP will send you a Summary Resolution Communication which will:

  • Acknowledge your complaint and confirm that EIP now consider it to be resolved;
  • Explain that you 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; and
  • Provide information about how to contact the FOS.

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

Our response will also:

inform you that, if you remain dissatisfied, you may refer the complaint to the FOS; and enclose a copy of, or an electronic link to, the FOS standard explanatory leaflet.


Financial Ombudsman Service

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 EIP 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

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

  • Once EIP has sent you a final response
  • Where you have told the firm in writing that you accept an earlier response that EIP has sent to you
  • If you have referred your complaint to the FOS and when the FOS informs the firm that the complaint has been closed



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