Complaints procedure

Guide to Making a Complaint

At ebi Portfolios Ltd we aim to provide great products and excellent service to our customers. However, we know that sometimes things can go wrong and that you may have cause to complain. If you have a complaint, then please let us know as soon as possible.

We will do our very best to resolve your complaint as soon as you get in touch with us:

By telephone: +44 (0)1922472226 (Monday to Friday 9.00am to 5.00pm excluding Bank Holidays)
By email: harry.hitchcock@ebip.co.uk
By post: Chief Operating Officer, ebi Portfolios Ltd, Suite 7 Beecham Business Park, Northgate, Aldridge Walsall, West Midlands WS9 8TZ, UK

Information we need from you:

To assist us in understanding the nature of your complaint it would be helpful if you can provide us with the following information:

Name & account details
Details regarding your concern or complaint
What you would like us to do to put it right
Any relevant documents to support your complaint

Investigating your complaint

We aim to resolve your complaint within 3 working days following the receipt of your complaint.

Once an agreed resolution has been reached, we will confirm details in writing to you in a final resolution letter.

However, there may be occasions when it will take longer to respond to your complaint. If this happens, we will send you an acknowledgement within 5 business days. This acknowledgement will include the name and contact details of the person handling your complaint, this may not be the same person who received your complaint.

In the unlikely event that we have not resolved your complaint within four weeks we will write to you to advise the reason why and when we expect to resolve it. We aim to send you a final response within eight weeks of your original complaint.

The Financial Ombudsman Service (FOS)

The FOS is an independent complaint resolution service that was set up to resolve complaints between financial businesses and their customers.
If you are dissatisfied with our response to your complaint, you have the right to contact the FOS, free of charge, but you must do so within six months of the date of our final response letter.

If you do not refer your complaint in time, the FOS will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances.

The FOS contact details are:

By telephone: Freephone number is 0800 023 4567 or 0300 123 9123 from a mobile
By email: complaint.info@financial-ombudsman.org.uk
By Post: The Financial Ombudsman Service, Exchange Tower, Harbour Exchange, London, E14 9SR

Visit their website: www.financial-ombudsman.org.uk

Terms of Use

The following terminology applies to these Terms of Use and any or all subsequent agreements: “Client”, “You” and “Your” refers to each mutually exclusive user accessing this website and accepting these terms and conditions. “The Company”, “Ourselves”, “We” and “Us”, refers to ebi Portfolios Ltd. “Party”, “Parties”, or “Us”, refers to both the Client and ourselves, or either the Client or ourselves. Any use of the above terminology or other words in the singular, plural, capitalisation and/or he/she or they, are taken as interchangeable and therefore as referring to same.

Content and Copyright

All of the content included on this website (including text, graphics, logos, icons, images, software and computer source code), the arrangement and compilation of such content and any databases or digital documents are the property of our Company or its content suppliers and is protected by United Kingdom and international intellectual property laws, including, copyright laws. The content and software made available on this website is to be used solely for providing interactive services between our Company and you.

Disclaimer Notice

Our Company agrees to use all reasonable and practical endeavours to keep this website in a fully operational and fault free condition. However, we cannot guarantee that this will always be the case and therefore do not accept responsibility for any defects that may exist, or for any costs, loss of profits, loss of data, or any other consequential losses arising from your use of, or inability to use our website.

Our website is provided “as-is”, without any warranties or guarantees as to it or its content’s fitness for any specific purpose unless specifically stated with direct connection to that content. Our Company shall not be responsible for any unauthorised access to or alterations of your transmissions or data, any data sent or received or not sent or received or any electronic transactions entered into using this website.

If you do not agree to any of these terms of use, your only recourse is to immediately discontinue use of this website.

Acceptable Usage

You agree that you will only use this website in a manner that is consistent with these terms and in such a way as to ensure compliance with all applicable laws and regulations. In particular, you will not use this website to transmit or post any material, which is defamatory, offensive, or of an obscene or menacing character or which may, in our judgement, cause annoyance, inconvenience or anxiety to any person. To the extent to which your use, or the use by any person who may be authorised by you or for whom you are responsible (for example as the employer) causes loss or damage to any party, you agree to indemnify our Company immediately in relation to any such losses or damages attributable to a misuse of our website including any costs, loss or profits, loss of data or consequential losses arising.

You agree that the content contained within or provided by this website is for your own use and also agree that you will not modify, copy, reproduce, republish, upload, post, transmit or distribute in any way, the material and content contained within or provided by this website without first obtaining prior written permission from a duly authorised representative of our Company. You agree not to use this website or the services made available to you through this website in such a way that may cause the whole or part of this website to be interrupted, damaged, rendered less efficient or in any way impaired.

Security

Where applicable, you are responsible for maintaining the confidentiality of any usernames and the associated passwords assigned to you upon registration for any of our digital services. You are fully responsible for all activities, which occur using those credentials including the content of your transmissions through the service. If you are sharing a computer, you should always log out before leaving this website to protect access to your information from subsequent users. You must notify us immediately of any unauthorised use or any other breach of security.

Fees

You are responsible for obtaining the equipment and paying all applicable internet connection fees that are required to access this website.

Best Execution

All portfolios managed by ebi Portfolios are held on adviser investment (wrap) platforms. In all instances, ebi Portfolios places its trading instruction(s) at the model portfolio level using the platform portfolio trading capability. As a result, trade execution (Best Execution) of assets is entirely under the control of the respective platform.

Stewardship Code

ebi Portfolios Limited is a discretionary fund manager based in the United Kingdom and authorised and regulated by the Financial Conduct Authority (FCA). In our conduct of business, we endeavour to align with the requirements of the UK Financial Reporting Council’s Stewardship Code 2020 which came into effect in January 2020.  ebi is currently working to satisfying the reporting expectations of the Code to become signatory to the Code.

Other Terms of Use

This website and these terms may be amended from time to time without giving any prior notification. You are responsible for regularly reviewing these terms to confirm your continued agreement to them and how they apply to the use of this website. Continued use of this website following any such changes constitutes your acceptance of those changes and your agreement to be bound by them.

The disclaimers and limitations of liability notices contained within these terms of use are without prejudice to any disclaimers or limitations of liability contained in any other contract you may have with our Company and do not affect your statutory rights.

This agreement is governed by English law. You agree that the Courts of England and Wales shall have exclusive jurisdiction to hear and determine any action or proceedings arising from or in connection with the use of this website.

Our Legal Notices

Our website terms might change occasionally. Check back here regularly to stay updated, because the latest terms apply to you.

• Download our Conflicts of Interest Policy document

• Download our Remuneration Policy document

• Download our MIFIDPRU Disclosures document

Useful Links

Retail Investor’s Page – Who are ebi?
Legal Notices
Privacy Policy

Contact us

Email: enquiries@ebi.co.uk
Tel: 01922 472226
Address: ebi Portfolios Ltd, Suite 7, Beecham House,
Beecham Business Park, Northgate, Aldridge, West Midlands, WS9 8TZ