Complaints Procedure

Hunter Capital is a trading style of Capital Assets (North) Limited (company registration number 09889854), registered at 1-5 Victoria Street, Chadderton, Oldham, OL9 0HH, United Kingdom. We are Authorised and Regulated by the Financial Conduct Authority (FCA registration number 744716) and registered with the Information Commissioner's Office (ICO registration number ZA181338).

We are committed to providing a high standard of service to every client. We recognise, however, that there may be occasions when you feel we have fallen short of the standards you expect. This Complaints Procedure explains how to make a complaint and the steps we take to investigate and resolve it promptly and fairly.

If you wish to register a complaint, please write to admin@huntercapital.co.uk or telephone 0161 241 0899. A summary of our internal complaints handling procedures for the reasonable and prompt handling of complaints is available on request and if you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service at https://www.financial-ombudsman.org.uk or by contacting them on 0800 0234 567.

To help us investigate your complaint as quickly as possible, please provide:

• Your full name, address and contact details.

• Any account or reference number relating to your enquiry or application.

• A clear description of your complaint, including what happened and when.

• Details of any steps already taken to resolve the matter.

• Copies of any relevant correspondence or documentation.

We will acknowledge your complaint promptly, in writing where appropriate, and provide you with the name and contact details of the person responsible for handling it. This gives you a clear point of contact throughout the process.

Your complaint will be investigated fairly and thoroughly. We will review the circumstances, examine any relevant records and, where necessary, speak to the members of staff involved. We aim to understand what happened, whether something went wrong, and how we can put it right.

During the investigation we may need to contact you to ask further questions or request additional information. Responding promptly will help us resolve your complaint more quickly.

We will aim to provide a final response to your complaint as soon as possible. Where we are unable to resolve the matter within the timeframes set by the Financial Conduct Authority, we will write to you to explain the reasons for the delay and let you know when you can expect a final response.

Our final response will set out:

• Our understanding of your complaint.

• The findings of our investigation.

• Whether we accept that something went wrong.

• Any action we propose to take to resolve the matter.

• Details of your right to refer the complaint to the Financial Ombudsman Service if you remain dissatisfied.

If you're dissatisfied with our response, you can ask the Financial Ombudsman Service for an independent review free of charge, but you must do so within six months of the date of the final response letter.

The Financial Ombudsman Service (FOS) will only consider your complaint once you've tried to resolve it with us, so please take up your concerns with us first and we'll do all we can to help.

The FOS is also only able to consider certain categories of complaint. For example, complaints about Buy to Let mortgages, which are not regulated by the Financial Conduct Authority, will normally be outside the jurisdiction of the FOS.

In addition, the FOS might not be able to consider your complaint if:

• What you're complaining about happened more than six years ago, and

• You're complaining more than three years after you realised (or should have realised) that there was a problem.

If your complaint was made outside of these time limits, which is a matter for The Ombudsman to decide, The Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances.

Further information on the services provided by the Financial Ombudsman Service can be found on their website: www.financial-ombudsman.org.uk

We ask that you please attempt to resolve any issues with us before reporting to the ICO.

If you are not happy with the way we deal with any complaints or have any further concerns, you have the right to lodge a complaint with the UK's data protection regulator, the Information Commissioners Office (ICO), who can be contacted through their website at https://ico.org.uk/global/contact-us↗ or by writing to:

We aim to resolve complaints as quickly as possible. In line with the rules set by the Financial Conduct Authority, we will send a final response within eight weeks of receiving a complaint. If we are unable to do so, we will write to you within that period to explain the position and confirm when you can expect a final response.

All complaints are handled in confidence. Information relating to your complaint will be shared only with those who need it to investigate and resolve the matter, and with any relevant regulatory or dispute resolution bodies where required.

We may update this Complaints Procedure from time to time to reflect changes in our practices or regulatory requirements. The updated version will be published on this page with a revised date.

If you have any questions about this Complaints Procedure, please contact us:

Hunter Capital (Capital Assets (North) Limited)

1-5 Victoria Street, Chadderton, Oldham, OL9 0HH

Telephone: 0161 241 0899

Email: admin@huntercapital.co.uk