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How We Handle Complaints

Calculus Capital Ltd (“CCL”) places a premium on the successful outcome of complaints – successful both in terms of the satisfaction of the customer and the protection and enhancement of the company’s reputation. To this end the following procedures have been designed to produce as efficient and fair an outcome to any complaint raised.

Should you wish to make a complaint, please contact:

The Compliance Officer, Calculus Capital Ltd
Tel: 020 7943 4940
Email: [email protected]
Address: 12 Conduit Street, London W1S 2XH

The Procedure

The CCL complaints process is to:

– investigate the complaint competently, diligently and impartially, obtaining additional information as necessary;
– decide whether the complaint should be upheld and what remedial action or redress (or both) may be appropriate;
– explain to you promptly and, in a way that is fair, clear and not misleading, its assessment of the complaint, its decision on it, and any offer of remedial action or redress.

In resolving the complaint, the CCL will consider:

– similarities with other complaints received;
– any regulatory guidance or decisions.

CCL must send you a prompt written acknowledgement confirming receipt and including the Complaints Procedure as set out here. The known facts of the complaint should be confirmed in the letter. This letter should be sent out after the third day and can be sent either by the manager concerned or the Compliance Officer.

The Compliance Officer and the manager of the area will decide who is the most appropriate person to investigate the matter.

The company requires all complaint investigations to have been finalised within 4 weeks from the date on which the matter was originally raised. On the conclusion of the investigation, the manager concerned, or the Compliance Officer will write to you stating:

– whether the complaint has been upheld or rejected;
– that this letter represents the firm’s final response;
– if the complaint was upheld, details of any offer of compensation; and, where appropriate, any other redress or remedial action;
– any offer of redress or remedial action without accepting the complaint;
– if the company rejects the complaint its reasons for doing so;
– that you may have the right to refer their complaint to the Financial Ombudsman Service, free of charge – but must do so within six months of the date of this letter;
– if you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.

The contact details and a copy of the FOS explanatory leaflet should be enclosed.

Important Information

The investments referred to in this website are not suitable for all investors. Calculus Capital Limited is not able to give advice to prospective investors about the suitability of the investments. Prospective investors are recommended to seek specialist tax and financial advice before investing in the Calculus EIS Fund or Calculus VCT.

An investment into the Calculus EIS Fund of Calculus VCT may only be made on the basis of reading in full the information set out in the relevant Information Memorandum or prospectus.

When investing, your capital is at risk. The value of shares and income from them may go down as well as up and despite the tax relief you may not recover the amount originally invested. An investment in smaller and unquoted companies carries a higher risk than many other forms of investment. Shares in unquoted companies are not readily marketable. You should not invest in an EIS or VCT unless you can afford to lose some or all of your capital.

An EIS or VCT investment is only appropriate for investors with a medium to long term investment horizon; the timing and extent of realisation cannot be predicted and may extend beyond five years. It is not possible to allow a partial withdrawal of your investment. You may request a total withdrawal, but since many investments made will be in unquoted companies, this may not be possible. Withdrawal within three years for the EIS and five years for the VCT would lead to repayment of any tax reliefs received.

The tax benefits available depend upon your individual circumstances and these benefits may change dependent upon future legislation.

I have read and understood this important information

Important Information

The investments referred to in this website are not suitable for all investors. Calculus Capital Limited is not able to give advice to prospective investors about the suitability of the investments. Prospective investors are recommended to seek specialist tax and financial advice before investing in the Calculus EIS Fund or Calculus VCT.

An investment into the Calculus EIS Fund of Calculus VCT may only be made on the basis of reading in full the information set out in the relevant Information Memorandum or prospectus.

When investing, your capital is at risk. The value of shares and income from them may go down as well as up and despite the tax relief you may not recover the amount originally invested. An investment in smaller and unquoted companies carries a higher risk than many other forms of investment. Shares in unquoted companies are not readily marketable. You should not invest in an EIS or VCT unless you can afford to lose some or all of your capital.

An EIS or VCT investment is only appropriate for investors with a medium to long term investment horizon; the timing and extent of realisation cannot be predicted and may extend beyond five years. It is not possible to allow a partial withdrawal of your investment. You may request a total withdrawal, but since many investments made will be in unquoted companies, this may not be possible. Withdrawal within three years for the EIS and five years for the VCT would lead to repayment of any tax reliefs received.

The tax benefits available depend upon your individual circumstances and these benefits may change dependent upon future legislation.

I have read and understood this important information