Complaints
Handling Policy

1. Introduction

Bay Capital Partners UK Ltd. (“Bay Capital”, “we”, “us”) is committed to providing products and services to the highest standards. We recognise that issues may arise from time to time, and we value feedback from clients and other stakeholders. If something goes wrong, we encourage prompt and straightforward communication so we can resolve matters efficiently. This policy describes how complaints can be raised and how Bay Capital will respond.

Objectives:

  • Enable clients to easily raise complaints with us
  • Clearly communicate expected response timelines and processes
  • Keep our team accountable for resolving complaints efficiently, effectively, and professionally.
2. Commitment to Customer Service

Our complaints handling process aims to:

  • Improve client satisfaction and service delivery
  • Recognise and protect the rights of clients
  • Provide a free, fair, efficient, and accessible mechanism for resolving complaints
  • Monitor complaints to enhance our services

We also seek to make communication easier by:

  • Using clear, simple English in our policies and correspondence
  • Offering multiple channels for submitting complaints
  • Providing accessibility accommodations whenever reasonably possible.
3. How to Make a Complaint

Complaints may be submitted by post, email, telephone, or via our website. Representatives (such as financial advisors or family), may also submit complaints on a client’s behalf.

Please include, where possible:

  • Full name, address, and contact phone number
  • Bay Capital client/account number and relevant investment/fund
  • Description of your complaint
  • Any supporting documentation
  • How you wish the complaint to be resolved

Complaints may be made verbally or in writing, and there are no fees for submitting complaints.

Contact Details:

Post: Complaints Officer, Bay Capital Partners UK Ltd., 2/Floor Regis House, 45 King William Street, London EC4R 9AN, United Kingdom

Email: info@baycapitalucits.com

Phone: Direct +44 (20) 7493 3225; Board +44 (20) 3907 0291

On website: www.baycapitalucits.com/contact-us/

Website: www.baycapitalucits.com/

4. Complaint Handling Steps

Upon receiving a complaint:

  1. We confirm receipt in writing within one business day or as soon as practical.
  2. We seek to resolve your complaint immediately or within 5 business days where possible.
  3. If not resolved within 5 business days, we aim to resolve all complaints within 30 calendar days.
  4. We communicate the complaint outcome, including resolution actions or reasons for rejection.
  5. We update you on investigation progress and request further information if needed.
5. Timelines for Resolution
  • Standard complaints: Resolution within 30 calendar days of receipt.
  • If resolution requires additional time due to complexity or circumstances outside our control, we will notify you, explain the delay, provide a new expected timeline, and inform you of your right to escalate to an external dispute resolution body.
6. Investigation of Complaints

Complaints not resolved promptly undergo an objective and impartial investigation to:

  • Identify what went wrong
  • Determine if our service fell below accepted standards
  • Decide on appropriate remedial action

We will provide a formal response or, if delayed, notify you within 30 days.

7. If You Are Not Satisfied

If you remain dissatisfied after our response, please inform us for a further review. You may also lodge a complaint with an external dispute resolution scheme applicable to UK financial services (such as the Financial Ombudsman Service, details found on their official website).