Complaints Procedure

1. How to raise a complaint

Please write to us at contact@alwayzcapital.com with the heading “Complaint”. Include your name, preferred contact details, a description of what happened, the dates involved and the outcome you are seeking.

2. Acknowledgement

We aim to acknowledge every complaint within five business days of receipt and to confirm who will be handling it.

3. Investigation

We will review the circumstances, request any further information we need and keep you informed of progress. We aim to provide a substantive response within four weeks. If more time is required, we will explain why and give an expected timescale.

4. Final response

Our final response will set out our conclusions, the reasons for them and any action we propose to take.

5. Escalation

Where a complaint relates to a matter falling within the remit of an external ombudsman or dispute-resolution scheme, details of your right to refer the complaint — including any applicable deadlines — will be set out here once the regulatory position of the entity is confirmed.

6. Records

We keep a record of complaints and our responses, and use them to review how we work.