Hidden Road Partners CIV UK Ltd – Client Complaints Summary

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: 

• Acknowledge and respond to your complaint;
• Investigate and assess your complaint fairly, consistently and promptly; 
• Determine whether your complaint should be upheld; 
• Explain our assessment of your complaint; 
• Offer redress or remedial action where appropriate;
• Comply promptly with any offer of remedial action or redress accepted by you; 
• Where applicable, refer you to bodies who may review your complaint if you remain dissatisfied. 

We will retain a record of any complaints and their resolution in accordance with our internal retention, data protection and client confidentiality policies. 

How to contact us

You can raise a complaint through your business development representative. Alternatively, you may contact the Hidden Road compliance team: 

Chief Compliance Officer UK

50 Hans Crescent

London

SW1X 0NA

England

Email : complaints@hiddenroad.com

Telephone : +44 020 37446122

Business Hours – Monday – Friday 9am – 5pm

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.

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: www.financial-ombudsman.org.uk

Email: complaint.info@financial-ombudsman.org.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-bringcomplaint-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.

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