Claims Procedure

G Square Healthcare Private Equity LLP

(The “Firm” or “G Square”)

December 2023

Complaints Policy

Introduction

G Square Healthcare Private Equity LLP (“G Square” or the “Firm”) conducts its business in line with our clients’ best interests.

Although G Square’s culture is to ‘get things right the first time’, it is accepted that on occasion a client may feel that the Firm has fallen short of this aspiration.

It is important that every complaint received is considered by the Firm and responded to in an appropriate manner, not only to comply with any regulatory obligations but also to ensure that the integrity of the Firm is maintained. In addition, an analysis of the cause of the complaint may provide G Square with a learning opportunity to improve the services that we offer to clients.

This policy sets out how G Square deals with ‘complaints’.

It is worth noting that MiFID II introduced the concept of ‘MiFID complaints’ (i.e. a complaint relating to a firm’s MiFID business).  However, as a Full Scope AIFM (CPM) the Firm does not conduct MiFID business.  As such, MiFID complaints do not apply to the Firm 

What is a complaint

A complaint can be regarded as any oral or written expression of dissatisfaction, whether justified or not, concerning the provision of a financial service and which alleges that the complainant has suffered (or may suffer) material distress or material inconvenience.

The Firm will treat all complaints seriously and investigate matters appropriately.  However, it is worth noting that an ‘eligible complainant’ is permitted to refer a complaint to the Financial Ombudsman Service (FOS) where eight weeks have elapsed since the Firm having received the complaint.

An ‘eligible complainant’ is a UK concept and refers to both a ‘consumer’ (see below) and certain other entities such as a micro-enterprise, small charities and a trustee of a small trust.

A consumer is any natural person acting outside of their trade, business or profession. Therefore, a consumer, and hence an eligible complainant, can be an individual that is a professional client.

Complaints handling, oversight and monitoring

The Firm has established, and maintains, complaints management procedures for the prompt handling of clients’ complaints.  The policy has been endorsed by the Firm’s management body.

The firm’s compliance function, is specifically charged with responsibility for analysis of complaints and complaints-handling data to ensure that risks and issues are identified and resolved e.g. identification of root causes and the impact upon other processes or products, including those not directly complained of. The compliance monitoring undertaken by the firm addresses this requirement. 

For the avoidance of doubt, responsibility for implementation of the complaints management policy and for monitoring compliance with it rests with the firm’s senior management.

Complaints awareness

Details of the Firm’s complaints handling process must be made available to clients or potential clients on request or when acknowledging a complaint (see below). The details will include information about the complaints management policy and the contact details of the complaint management function (see below).

Where there are potential eligible complainants, information about FOS, and its website address, must be provided (“in a clear, comprehensible and easily accessible way”). Such information will include the right of an eligible complainant to approach the FOS when eight weeks have elapsed since receipt of the complaint.

Making a complaint

A complainant should set out their complaint in writing, providing as much detail as possible, and either post the complaint to:

Laurent Ganem, 24 Savile Row, London, W1S2ES, United Kingdom

Or, alternatively, send the complaint by email to:
contact@gsquarecapital.com