At Hidden Road Partners, we want you to be happy with the service we give you. If you are not, we will do everything we can to deal with any problems that may have arisen.
We are aware that there may be instances where you are dissatisfied with the service that has been provided. In accordance with our legal and regulatory requirements, we will, to the best of our ability:
We will retain a record of any complaints and their resolution in accordance with our internal retention, data protection and client confidentiality policies.
Complaints can be submitted in the English language, unless otherwise specified.
Please note Hidden Road has a Responsible Disclosure of Information process. If you would like to make use of this process, please do so here.
You can raise a complaint through your business development representative or by email at co********@********ad.com. For jurisdiction-specific contact details or for submitting complaints other than through e-mail, please see the relevant sections below:
Chief Compliance Officer UK
The UK Parliament established the Financial Ombudsman Service as the official independent expert in settling complaints between consumers and businesses providing financial services.
If you have lodged a complaint and are not entirely satisfied with the solution by Hidden Road, you may be eligible to raise your complaint with the Financial Ombudsman Service directly at:
Financial Ombudsman Service
Exchange Tower, London, E14 9SR
Website: http://www.financial-ombudsman.org.uk
Email: co************@*********************rg.uk
The Financial Ombudsman can only accept complaints from eligible complainants. Details of eligible complainants can be found here:
https://www.financial-ombudsman.org.uk/faqs/using-service/can-bring-complaint-ombudsman
Please note that pursuant to the current relevant regulations, digital assets and any associated activities do not fall within the scope of the Financial Ombudsman Service and will not benefit from the Financial Services Compensation Scheme.
Should you wish to make a complaint pertaining to HRP CIV NL B.V. in writing, please contact:
HIDDEN ROAD PARTNERS CIV NL B.V.
Attn: Chief Compliance Officer NL
Complaints can be submitted in the English or Dutch language.
For complaints pertaining to HRP CIV NL B.V.’s digital assets business, please use the format as prescribed by the MiCA regulation: Form link.
Raising a Complaint in writing for Hidden Road Partners CIV US OTC LLC and Hidden Road Partners CIV US LLC:
Attention: Compliance
Raising a Complaint in writing for Hidden Road Partners CIV (BVI) Ltd:
Complaints to the BVI Financial Services Commission in writing by letter, fax or email (Co**********@****sc.vg)
Department Of Trade And Consumer Affairs
Second Floor, Sebastian’s Building
Road Town, Tortola
Virgin Islands (British) VG1110
Business Hours:
Monday – Friday 8:30 a.m. to 4:30 p.m.
Cashier: 9:00 a.m – 3:30 p.m
Email Address: bv******@*ov.vg
Telephone: 1(284) 468-2008
Fax: 1(284) 468-2918
Raising a Complaint in writing for Hidden Road Partners CIV (Middle East) Limited, to:
If clients wish to formally complain about HRP ME directly to the FSRA, they can do so at the following link: https://www.adgm.com/registration-authority/complaints/
