Issue date: December 2024

Introduction 

We recognise that from time to time things can go wrong, which means you may need to make a complaint. All complaints are investigated fairly and thoroughly, so that we can resolve your issue, and, where we have made a mistake, so that we can learn from it.

Maven Cognition is a wholly owned subsidiary of Maven Capital Partner UK LLP (Maven). As such, all complaints related to our services or operations are managed in accordance with Maven’s established complaints procedure detailed below.

How do I complain?

In the event that you ever have to complain to us, you should contact us by writing to:

Compliance Partner

Maven Capital Partners UK LLP

Kintyre House

205 West George Street

Glasgow

G2 2LW

or by phone – 0203 102 2756

or by email –   complaints@mavencp.com and/or compliance@mavencp.com

Do I have to make the complaint in writing?

No. We are happy to accept complaints by telephone on the above number. Please make it clear that you are registering a complaint and make a note of the name of the person you spoke to and the date on which you rang.

What happens next?

1. We will acknowledge your complaint promptly and in any event within five working days of your complaint being received. If you do not hear from us in that time, please check first to see that we have actually received your complaint.
2. We will investigate your complaint fairly, impartially and thoroughly.
3. If we are not able to provide you with a full response to your complaint within four weeks, we will send you a written response explaining how we are progressing with our investigation.
4. After we have investigated your complaint, we will write to you explaining the outcome and our findings.

How long will the investigation take?

We will investigate your complaint as quickly as possible. We will aim to complete our investigation within eight weeks of receiving the complaint and you will always receive our final response in this timeframe. If we cannot come to a conclusion in that time, we will tell you why. If your complaint falls within scope of the Financial Ombudsman Service we will refer you to them.

What happens at the end of the investigation?

We will send you a final written response, which will either; uphold your complaint and let you know how we plan to resolve it, or where we do not uphold your complaint we will explain how we have come to this decision.

What if I am not satisfied with your decision?

If your complaint falls within scope of the Financial Ombudsman Service and for any reason, you are not happy with our decision, or if we have been unable to reach a conclusion to our investigations, then you will be entitled to refer your complaint to the Financial Ombudsman Service. Their contact details are as follows:

Telephone:     0300 123 9 123 or 0800 023 4567

Online: https://www.financial-ombudsman.org.uk/contact-us/complain-online

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

Post:               Financial Ombudsman Service

South Quay Plaza

183 Marsh Wall

London

E14 9SR