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Private Investors

Making a Complaint

What do I do if I have a complaint?

To benefit all TAM Asset Management clients, we have a complaints handling procedures in place to ensure that all complaints are handled fairly, consistently and promptly. Should a complaint occur, we would appreciate the opportunity to resolve any problems or difficulties for you. If you have a complaint against TAM, you should make the complaint directly to us either by letter, email or telephone.

All complaints should be addressed to the Complaints Department using the following contact details:

Compliance Department
TAM Asset Management
7th Floor,City Tower
40 Basinghall Street,
London, EC2V 5DE
Telephone : +44 (0) 20 7549 7650
Email : customerservices@tamassetmanagement.com


What information should I provide?

To help us deal with your complaint quickly and efficiently, it would help us if you included the following information:

 

  • Account reference number
  • Name
  • Address
  • Contact telephone number
  • Clear details of your complaint, including any former communications you have had concerning the issues you are raising.



What happens next?

If we are unable to resolve your complaint by the next business day following receipt and it involves an allegation that you have suffered, or may suffer, financial loss, material distress or material inconvenience, the following procedures will apply:

 

  1. Within five business days of receiving your complaint, we will provide you with a letter acknowledging receipt.
  2. Your complaint will be investigated by an individual of sufficient competence who, where appropriate, has not been directly involved in the matter which is the subject of the complaint.
  3. We aim to provide you with a full response within four weeks of receiving your complaint. In the unlikely event that you are not happy with our initial response we will ask you to let us know so we can investigate further. Where, due to the complexities of a complaint, we are unable to provide you with a full response within four weeks, we will let you know, and we will aim to provide our final response within eight weeks. If TAM is still not in a position to make a final response at that time, we will advise you of the reasons for the delay along with an indication as to when we expect to provide a detailed response.

 

What if I am dissatisfied with the final response?

Every effort will be made to resolve your complaint. However, if you are not satisfied with our response, you may be entitled to refer your complaint to the Financial Ombudsman Service (FOS). This will only apply if you are a personal customer, or the complaint is in relation to a business account and your company has an annual turnover of less than £1million.

The FOS is an independent organisation, which was set up as a result of the Financial Services and Markets Act 2000 (FSMA) to help resolve disputes between customers and financial firms.

The FOS can be contacted at the following address:
Financial Ombudsman Service
South Quay Plaza, 183 Marsh Wall
London, E14 9SR.

You can also contact the FOS by telephone on 0845 080 1800, or via their website at www.financial-ombudsman.org

What do I do if I have a complaint?

To benefit all TAM International clients, we have a complaints handling procedures in place to ensure that all complaints are handled fairly, consistently and promptly. Should a complaint occur, we would appreciate the opportunity to resolve any problems or difficulties for you. If you have a complaint against TAM, you should make the complaint directly to us either by letter, email or telephone.

All complaints should be addressed to the Complaints Department using the following contact details:

Compliance Department
TAM International Limited
7th Floor, Wing B, Cyber Tower
Ebene, Mauritius
Telephone : +230 454 6400
Email : customerservices@tamint.com


What information should I provide?

To help us deal with your complaint quickly and efficiently, it would help us if you included the following information:

 

  • Account reference number
  • Name
  • Address
  • Contact telephone number
  • Clear details of your complaint, including any former communications you have had concerning the issues you are raising.



What happens next?

If we are unable to resolve your complaint by the next business day following receipt and it involves an allegation that you have suffered, or may suffer, financial loss, material distress or material inconvenience, the following procedures will apply:

 

  1. Within five business days of receiving your complaint, we will provide you with a letter acknowledging receipt.
  2. Your complaint will be investigated by an individual of sufficient competence who, where appropriate, has not been directly involved in the matter which is the subject of the complaint.
  3. We aim to provide you with a full response within four weeks of receiving your complaint. In the unlikely event that you are not happy with our initial response we will ask you to let us know so we can investigate further. Where, due to the complexities of a complaint, we are unable to provide you with a full response within four weeks, we will let you know, and we will aim to provide our final response within eight weeks. If TAM is still not in a position to make a final response at that time, we will advise you of the reasons for the delay along with an indication as to when we expect to provide a detailed response.
 
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