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Crowd for Angels Complaints Procedure

Crowd for Angels aims to always provide investors with the very best customer service. We will always try to resolve any issue you have quickly and positively. We encourage you to call or email so we can help to solve your issues.

On the rare occasions when things go wrong you may wish to make a formal complaint, which you have the right to do under the rules of our regulator, the Financial Conduct Authority (FCA).

In order to meet our regulatory obligations Crowd for Angels has established procedures to ensure that any complaints received from former, potential or existing customers are dealt with in a reasonable and prompt manner.

How to complain

If you have a complaint with respect to any aspect of Crowd for Angels or the service received you should report it to us by sending an e-mail from the e-mail address in which your membership is registered to [email protected]. Please provide as much detail as you can to ensure your complaint can be handled by us effectively, including:

- Your name and contact details
- The subject and details of your complaint
- Any other details that will help us in investigating your complaint

Alternatively, write to:

The Fuel Tank
B110 Crowd for Angels
8-12 Creekside
Deptford
London
SE8 3DX

Our complaints process

When we receive a complaint we will take the following steps towards resolving it:

  • By the close of business on the next working day - we will send you a written acknowledgement of the complaint. A dedicated member of our compliance team will then work on investigating your complaint.
  • Within 3 working days - we aim to resolve complaints by close of business on the 3rd business day following the day on which the complaint is received. At this stage we aim to provide a response and/or offer appropriate redress by way of an apology or financial compensation. However, some more complex issues could take longer. If we have not been able to reach a conclusion within this time we will write to you explaining the reasons why and we will tell you when we expect to be able to reach a conclusion.
  • Within 4 weeks of receipt of your complaint - we either send you a final response or a holding response if the investigation has not been resolved. The holding response must explain why we are not yet in a position to resolve the complaint and will indicate when we will make further contact. If we send a final response we will provide an explanation of the action we took, including any advice given to us, as a means towards resolving the complaint. We may offer redress by way of an apology and compensation if appropriate.
  • Within 8 weeks from receipt of the original complaint - we will write to you with our final response or a response explaining why we are not in a position to make a final response, if the investigation has not been resolved. The final response letter will include:
    • Acceptance or rejection of the complaint.
    • Offer of redress or remedial actions if the complaint is accepted (this may mean an apology, and not only financial redress. Where financial redress is offered it should include a reasonable rate of interest) or details of why the complaint has been rejected.
    • Information in relation to how the complainant may refer the complaint to the Financial Ombudsman Service (FOS) if they remain unsatisfied with the outcome, and must do so within six months.
    • Inform the complainant that the firm will regard the complaint as settled if no further communication is received from the client.
  • If you have not received a reply from us that is satisfactory to you within 8 weeks, then you are entitled to refer the matter to the Financial Ombudsman Service. If our final letter is not satisfactory you must let us know and we will provide you with a formal response.

Financial Ombudsman Service

As part of its statutory obligation, the FCA has established the Financial Ombudsman Service, a body which has the power to consider, arbitrate and settle complaints against authorised firms in the event that the parties concerned have been unable to resolve the matter between themselves.

If you make a complaint and we do not resolve it to your satisfaction you may have a right to complain directly to the Financial Ombudsman Service. Their address is Exchange Tower, Harbour Exchange, London, E14 9SR, and their website is at http://www.financial-ombudsman.org.uk.

You will remain entitled to refer your complaint to the Financial Ombudsman Service for 6 months following receipt of our final response letter to you. After expiry of this period a complainant will be barred from referring the complaint to the FOS.

Our complaints officer is:

Richard Gill
The Fuel Tank
B110 Crowd for Angels
8-12 Creekside
Deptford
London
SE8 3DX

Further information may be obtained from:

Financial Ombudsman Service

Exchange Tower, Harbour Exchange, London, E14 9SR
Tel: 0800 023 4567 - phones lines are open between 8am and 5pm, Monday to Friday and 9am and 1pm on Saturday.
Email: [email protected]
Website: www.financial-ombudsman.org.uk

Financial Conduct Authority

12 Endeavour Square, London, E20 1JN
Telephone: 0800 111 6768
Email: [email protected]
Website: www.fca.org.uk

Risk Warning

Investing in small public listed or private companies involves risks, including illiquidity, lack of dividends, loss of investment and dilution, and it should be done only as part of a diversified portfolio. Investing in debt pitches through Crowd for Angels (UK) Limited involves lending to companies and therefore your capital is at risk and interest payments are not guaranteed if the borrower defaults. Investments on this website are targeted exclusively at investors who are sufficiently sophisticated to understand these risks and make their own Investment Decisions. You will only be able to invest in pitches on this website once you are authorised. Please click here to read the full Risk Warning.

This page has been approved as a Financial Promotion by Crowd for Angels (UK) Limited (Company number: 03064807) , which is authorised and regulated by the Financial Conduct Authority (Reference number: 176508). Investments can only be made on the basis of information provided in the Pitches by the Investee Companies concerned. Crowd for Angels takes no responsibility for this Information or for any recommendations or opinions made by the Investee Companies.

Pitches may contain forward looking statements and financial forecasts or projections. Forecasts are not a reliable indicator of future performance. Crowd For Angels makes no judgement or opinion of the likelihood of targets being achieved. Investments made in companies listed on the Crowd For Angels platform are not covered by the Financial Services Compensation Scheme (FSCS).

The availability of any tax relief, including EIS and SEIS, depends on the individual circumstances of each investor and of the company concerned, and may be subject to change in the future. If you are in any doubt about the availability of any tax reliefs, or the tax treatment of your investment, you should obtain independent tax advice before proceeding with your investment.

Crowd for Angels is for investors who understand their capital is at risk, learn more here.