Complaints Management Policy

Our Commitment to You

Each of our clients is important to us, and we believe you have the right to a fair, swift, and courteous service at all times. We always endeavour to offer the best possible service, but we recognise that sometimes clients will not be completely happy with the services we provided.

If you have a complaint, this page will guide you through our process, and help to resolve your complaint as swiftly as possible.
We have established rules for handling and managing complaints from our clients, and potential clients. We will deal with your complaint in accordance with our Complaints Management Policy which is available upon written request. There is no charge for submitting a complaint.

We are responsible for:

• Treating customers fairly (TCF);
  • Dealing with complaints fairly and promptly and keeping the complainant informed;
  • Investigate the complaint competently, diligently and impartially, obtaining additional information as necessary;
  • Using competent staff for managing complaints; and
  • Offer redress or remedial action, where appropriate.

A complaint is “any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of, a person about the provision of, or failure to provide, a service, (…) which alleges that the complainant has suffered (or may suffer) material distress or material inconvenience (…)”.

If you are not happy with the service you have (or have not) received, you should in the first instance, try to resolve your dissatisfaction with your normal contact at Blue Ridge Capital Partners FZC. We accept complaints by post, telephone, and email:

Blue Ridge Capital Partners FZC

One UAQ, UAQ Free Trade Zone, Umm Al Quwain, UAE

P.O. BOX 7072

Tel: +971 4589 1806

Email address for complaints: complaints@blueridge-cp.com

We will try to resolve your complaint by close of the third business day from our receipt of such complaint. If you accept our suggested resolution, we will regard the matter resolved and a Summary Resolution Communication (SCR) will be sent to you with details of the outcome of your complaint.

If you remain dissatisfied with the way we have addressed the matter, or if we are unable to provide you with a response by close of the third business day, the details of your complaint will be passed to our Compliance department, who will send a prompt written acknowledgement to you and investigate your dispute competently, diligently, impartially and obtaining additional information as necessary. We will keep you informed thereafter of the progress of our investigation of your complaint.

We will endeavour to send a final response to you as soon as possible, once we have finished our investigation, and in any case within 8 weeks of receipt of your complaint. We will assess fairly, consistently and promptly assess the subject matter of the complaint, whether the complaint should be upheld, what remedial action or redress (or both) may be appropriate and, if appropriate, whether we have reasonable grounds to be satisfied that another respondent may be solely or jointly responsible for the matter alleged in the complaint taking into account all relevant factors. If we have reasonable grounds to be satisfied that another firm may be solely or jointly responsible for the matter alleged in your complaint, we will promptly forward the complaint (in whole or in part) to that other firm and notify you of that firm’s contact details.

Our final response (“Final Response”) will include, amongst other things:

• Summarise the relevant facts, findings, and conclusions, stating whether your complaint has been upheld or not;
  • Where any remedial action involves redress, offer redress or remedial action (where appropriate) and explain to you promptly and, in a way that is fair, clear and not misleading, our assessment of the complaint and our decision on it.

If we are unable to provide you with a Final Response within this 8 week time frame, we will write to you explaining why, and inform you, when you may expect a Final Response.

Version 1.0
Last revised January 2023