Who are we and why is this policy needed?
DeepTech and Longevity Industry Financial Advisors Ltd ((FRN: 998751) (“DeepTech”) an Appointed Representative of Razlin Limited (FRN: 730805). Razlin Limited is authorised and regulated by the Financial Conduct Authority (FCA) in the UK.
This document sets out the complaints handling procedures that DeepTech will follow in the event that you make a complaint.
How can you make a complaint?
You can make a complaint about DeepTech’s services by any reasonable means – for example, by letter, email, telephone, or in person. It is free of charge to make a complaint.
You can contact us in one of the following ways:
By post: 100 Bishopsgate, Office 1937, London, EC2N 4AG, United Kingdom
By phone: +4407946433865
By email: email@example.com
You can also contact our Principal firm - Razlin Limited (razlincapital.com) at any stage of the complaint process:
By post: 167 – 169 Portland Street, London, W1W 5PF
By email: firstname.lastname@example.org
Please contact us at your earliest convenience with the following information:
Your full name, address and telephone number;
Details of any previous correspondence you’ve had with us;
Details of your problem or complaint; and
We will try to give you an answer there and then, but if this is not possible, we will take full details from you and arrange for the problem to be investigated.
What will happen once you have made your complaint?
Your complaint will be acknowledged, the name and title of the person handling your complaint confirmed, and a copy of this policy will be provided, in each case in writing promptly upon receipt.
Investigating and resolving your complaint
DeepTech will investigate your complaint competently, diligently, and impartially within a reasonable period of time, with a view to deciding whether the complaint should be upheld and whether any remedial action and/or redresses are necessary. The conclusions of the investigation will be confirmed to you in a final written response.
If DeepTech decides that redress or remedy is appropriate, we will aim to provide you with a fair offer of compensation and/or remedy for any acts or omissions for which DeepTech is responsible. If you accept that offer, DeepTech will provide you within a reasonable period of time such compensation and/or remedy.
Timetable for responses
Once your complaint has been acknowledged, as set out in the section “What will happen once you have made your complaint?” above, DeepTech will keep you informed of the progress of your complaint. If DeepTech can quickly resolve your complaint, you will be sent a summary resolution letter that will acknowledge your complaint and confirm whether it is being considered for resolution and/or remedy.
If it has not been possible to resolve your complaint within eight weeks from the date of the complaint, DeepTech will send you either a final decision or a written response explaining why it has not been possible to provide a final decision, including the timelines within which DeepTech intends to make such decisions.
Disclaimer: Professional Investor Complaint Resolution
Please note that, in the case of professional investors, the avenues for complaint resolution differ from those available to retail investors. Professional investors are not eligible to file complaints with the Financial Ombudsman Service (FOS).
Your complaint will be determined to be closed in the following circumstances:
once DeepTech has sent you a final decision regarding your complaint;
where you have told DeepTech in writing that you accept an earlier response that DeepTech has sent to you.
If you have any questions about our complaints process, please contact us via any of the contact methods listed above.