Complaints Handling Procedure

How can I make a complaint?

You can make a complaint to your usual Argentex contact by letter, email, telephone or in person.

Alternatively, you may prefer to contact our compliance department directly:

UK clients 
Compliance Department
Argentex LLP, 25 Argyll Street, London, W1F 7TU
Email Address: [email protected]
Alternatively, please see below our full complaints policy:

EU clients 
Compliance Department
Argentex BV, Herengracht 54, 1015 BN Amsterdam, The Netherlands
Email Address: [email protected]

AU clients 
Compliance Department
Argentex Pty Ltd, Level 26, 1 Bligh Street, Sydney, NSW 2000
Email Address: [email protected]

Alternatively, please see below our full complaints policy:

United Kingdom

Netherlands

Resolution

Irrespective of complexity, we aim to provide the following during the complaint resolution process:

• contact details – in our initial response, we will outline who you can speak to for further information on your complaint and their contact details.
• summary – after our investigation has taken place into your issue, you will be provided with a detailed analysis of what has been reviewed and the subsequent
  conclusions reached.
• final response – a closing statement will be made confirming our position on your complaint.

Response time-frame

We are available during office hours, 8am until 5:30pm, Monday to Friday. You should receive a response to your initial enquiry within 5 business days. If we are unable to respond to your complaint within 5 business days of receiving it, we will update you on the status of your complaint until such a time as our investigation is complete:

• for clients of Argentex BV, we have 15 working days to investigate your complaint and provide a resolution.
• any complaint received by a client of Argentex LLP will be investigated and addressed within 8 weeks.

For Pty Ltd complaints:

The Parties will use their best efforts to resolve any disputes arising under the Agreement without formal litigation. If a dispute arises out of, or in connection with, the Agreement or the performance, validity or enforceability of it, or of a Transaction, and the Parties do not resolve some or all of the dispute through normal internal discussions, then the Parties shall follow the procedure set out in this clause:

• At first instance, the matter in dispute will be escalated to the most senior officer within each Party; and
• At second instance, if the Parties do not resolve some or all of the issues in dispute within thirty (30) calendar days after the first day that the matter has been escalated at first instance, then the Parties agree to attempt to resolve the dispute through mediation, in accordance with the Terms of Mediation set out in the Terms and Conditions for Argentex Pty Ltd

If we are unable to resolve your complaint within the given timeframes, we will contact you in writing to explain why we are not able to issue a final response and provide an estimate of when we expect to be able to provide one.   Once our investigation has concluded, we will provide you with a final response and details on how to escalate your complaint if you remain dissatisfied.

Escalating a compliant

If you are a UK client, you may be eligible to approach the Financial Ombudsman Service (FOS) with your case. The FOS acts as an impartial adjudicator in the resolution of disputes with financial firms and the service is free of charge. The contact details for the FOS are as follows:

The Financial Ombudsman Service
Exchange Tower
London E14 9SR
Tel: 0800 0 234 567
Email: complaint.[email protected]
Website: https://www.financial-ombudsman.org.uk/

Please find a copy of the FOS explanatory leaflet.

If you are an EU client, you may be able to refer your complaint to Kifid (The Financial Services Complaints Tribunal). The contact details for Kifid are as follows:

KiFiD
Kantoren Stichthage
Koningin Julianaplein 10
2595 AA Den Haag
Tel: +31703338999
Email: [email protected]
Website: https://www.kifid.nl/file-a-complaint/

If you are an Australian client, you may be able to refer your complaint to the Australian Financial Complaints Authority Limited (“AFCA”). The contact details for AFCA are as follows:

AFCA
GPO Box 3,
Melbourne VIC 3001
Tel: 1800 931 678
Email: [email protected]
Website: https://www.afca.org.au/

Record keeping

Due to our regulatory obligations, a record of each complaint received, and the measures taken for its resolution must be kept. This will be retained for a minimum of 3 years from the date the complaint was received.