At Sloane Asset Management, we are committed to upholding our mission statement by addressing any concerns or issues our clients may have. We value your feedback and are dedicated to ensuring your experience with us is unique. Our complaints handling procedure reflects our commitment to trust, customer service, and excellence.

1. Lodging a Complaint:

A complaint can lodge a complaint by:

• Contacting their assigned Asset Manager directly.

• Sending an email to the complaint handling representative at alex.diaconu@sloaneassets.co.uk.

• Calling our office phone on 0207 139 5058

2. Complaint Assessment and Acknowledgment:

Upon receiving a complaint, we will assess its nature and severity to ensure it is dealt with in the appropriate nature. An acknowledgment of the complaint will be sent to the complainant within 24 working hours and a complaint handling form will be issued to the complainant.

3. Investigation and Resolution:

The designated complaints handling nominee will conduct a thorough investigation. We will strive to provide a resolution within 3-5 business days, taking into consideration the complexity of the issue and ensuring the appropriate response is provided.

4. Communication and Updates:

Regular updates will be provided to the complainant regarding the progress of the investigation and resolution. We encourage open communication to ensure all parties are informed and satisfied with the process.

7. Escalation:

If the complainant is not satisfied with the initial resolution, they may request an escalation. This will be handled internally where the board will meet to discuss the nature of the complaint and deal with it in the appropriate fashion.

8. Record Keeping:

We will maintain detailed records of all complaints, investigations, resolutions, and communication for 5 years. The complaints will be treated with discretion and confidentiality will be remained throughout to ensure impartiality.

9. Continuous Improvement:

We value feedback and view complaints as an opportunity for improvement. Regular analysis of complaints will guide our efforts to enhance our services and prevent similar issues.