Important information

The contents of this website have been approved by James Hambro & Partners LLP (JH&P) which is authorised and regulated by the Financial Conduct Authority and is a SEC Registered Investment Adviser. JH&P is a limited liability partnership incorporated under the Limited Liability Partnerships Act 2000 under Partnership no: OC350134. The Designated Members are Runnall Limited and Mr A J Steel. The registered mark James Hambro ® is the property of Mr J D Hambro and is used under licence by JH&P.

Important Information
The value of an investment and the income from it can go down as well as up and investors may not get back the amount invested. This may be partly the result of exchange rate fluctuations in investments which have an exposure to foreign currencies. You should be aware that past performance is no guarantee of future performance. Tax benefits may vary as a result of statutory charges and their value will depend on individual circumstances. Specific risks associated with particular investments are detailed on this website and in our printed literature.

Viewing this website outside the UK
The distribution of the information contained on this website may be restricted by law in certain jurisdictions and, accordingly, persons who access it are required to inform themselves of and comply with any such restrictions. Persons interested in acquiring any investment should inform themselves as to: (i) the legal requirements within the countries of their nationality, residence, ordinary residence or domicile for such acquisition; (ii) any foreign exchange control requirement which they might encounter on the acquisition or sale of investments; and (iii) the income tax and other tax consequences which might be relevant to the acquisition, holding or disposal of any investment.

This website gives wider circulation to certain documents and information that may also be available by other means. JH&P has used its best efforts to ensure that the information appearing on this site has been properly reproduced and is accurate, but cannot accept responsibility for errors, omissions or inaccuracies. Should there be any discrepancies between documents reproduced on this website and the originals, then the originals will prevail.

Terms of Use
The information on this website does not constitute an offer or solicitation and is provided for information purposes only and not as the basis for any contract for the purchase or sale of any investment product or instrument. The information on this website shall not be deemed to constitute advice and should not be relied on as such to enter into a transaction or for any investment decision. It is not the intention to make available the material on this website in any territories where to do so would be unlawful.

For your convenience, this website contains links to other websites. These links do not constitute any endorsement, sponsorship or approval of the materials appearing in such websites. In accessing these websites you may be proceeding to the website of an organisation that is not regulated under the Financial Services and Markets Act 2000. JH&P has not examined such websites and does not take any responsibility for the contents of such sites or for their services.

The information included on this website is published in good faith and, whilst JH&P has taken all reasonable steps to ensure its accuracy, no warranty express or implied is made by JH&P as to its accuracy.

JH&P may make changes to the website pages at any time without notice. JH&P makes every effort to keep this website operational, however, certain technical difficulties may, from time to time, result in suspension of the website’s operations. JH&P does not accept liability arising from failure of the website to remain operational.

JH&P shall have no liability (save for any liability JH&P may have under the Financial Services and Markets Act 2000 or any replacement regulation if legislation permits such a statement to be made) for damage arising out of the use of or reliance on the information provided on this website including any loss of profit or any other damage, direct and consequential.

Data Protection
JH&P are registered under the UK Data Protection Act 1998. If you become a client, we will use your personal information to service your account. We may provide your personal information, by electronic or other means, to other companies in the Group (if this is necessary to service your account), to your financial adviser (if you have one), to a third party to verify your identity in line with anti money laundering or other requirements and/or to other third parties who perform tasks to help us service your account.

To prevent and detect any fraud we may share your personal information with other organisations, including the police, and check and/or file your information with fraud prevention agencies.

You are entitled to receive a copy of the information that we hold about you. We may make a small administration charge for this service.

Telephone calls may be recorded for training, quality assurance and regulatory purposes.

Ownership
This website and each of its components and the pages are the property of JH&P. Any attempt by any person to damage this site or undermine its operation may be a violation of criminal or civil laws. JH&P reserves the right to seek remedy from any such person to the full extent of the law.

James Hambro & Partners LLP is a Limited Liability Partnership incorporated in England and Wales under the Limited Liability Partnerships Act 2000 under Partnership No: OC350134.  James Hambro & Partners LLP is authorised and regulated by the Financial Conduct Authority.  Registered office: 45 Pall Mall, London, SW1Y 5JG.  A full list of partners is available at the Partnership’s Registered Office.  The registered mark James Hambro® is the property of Mr J D Hambro and is used under licence by James Hambro & Partners.

James Hambro & Company Ltd (Company Number 8111361) is an Appointed Representative of James Hambro & Partners at 45 Pall Mall, London, SW1Y 5JG.  The value of an investment and the income from it can go down as well as up and investors may not get back the amount invested.  This may be partly the result of exchange rate fluctuations in investments which have an exposure to foreign currencies.  You should be aware that past performance is not a reliable indicator of future results.  Tax benefits may vary as a result of statutory changes and their value will depend on individual circumstances.

James Hambro & Partners LLP Complaints Handling Procedure
The Financial Conduct Authority has strict rules and guidance on how firms should handle, record and report all complaints from clients, their representatives or former clients about the service it has rendered.

Complaints to James Hambro & Partners LLP or James Hambro & Company Ltd can be made by writing to or telephoning your usual contact or writing to:

The Compliance Department, James Hambro & Partners LLP, 45 Pall Mall, London, SW1Y 5JG
Email: compliance@jameshambro.com

Our Complaints Procedure

Acknowledging a complaint
Upon receipt of any complaint, an initial assessment will be conducted. This will determine whether the complaint is regarding our firms’ actions and if this can be resolved quickly. Notwithstanding that we aim to resolve complaints at the earliest opportunity, and must adhere to the following timescales:

  • After establishing the facts of the complaint and conducting an initial review of the issues raised, Compliance will decide whether or not the complaint can be resolved by close of business the following day.
  • If it cannot, an acknowledgement letter (initial holding response) will be sent to the client promptly but within five business days.

The written acknowledgement letter will confirm that the Compliance department are investigating the complaint. A copy of this document will be enclosed.

Investigation
The appropriate investigation will be conducted. In most cases this will include requesting details from the complainant of their recollection of the events that took place, requesting a similar report from the Adviser or Portfolio Manager or relevant staff members involved, a review of the documentation and evidence contained in the client file, and an evaluation of the findings. A decision will then be reached.

Keeping the complainant informed
We will keep the complainant informed of the progress with the investigation into the complaint. If we are not able to provide a final response within four weeks, we will provide a holding letter, with an indication of when the complaint will be resolved. We then provide additional holding letters providing an update of the status of the investigation, at four week intervals until the complaint is resolved.

Final response
The final response letter will include a summary of the complaint details, the investigations conducted, the findings and the results. It will outline whether the complaint is accepted, any offer of redress or remedial action without accepting the complaint, or reject the complaint and gives reasons for doing so.

Within eight weeks of receipt of the complaint, or when the final response letter is sent (whichever is earliest) the firm must outline to the complainant the availability of taking the matter further with the Financial Ombudsman Service, if they remain dissatisfied. The complainant will be advised that this must be done within six months of the final response letter, and they will be provided with an explanatory leaflet about the Financial Ombudsman Service.

If further delay occurs beyond eight weeks in resolving the complaint, the complainant will be advised, at the end of eight weeks, the reason for the continuing delay, indicating when a final response will be provided.

The ombudsman’s contact details are:
Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London, E14 9SR
www.financial-ombudsman.org.uk
Email: complaint.info@financial-ombudsman.org.uk
Telephone numbers 0300 123 9 123 or 0800 023 4567
They are open 8am to 8pm Monday to Friday, and from 9am to 1pm on Saturdays.

Requirement for additional information
To ensure that we have all the necessary information to help investigate and resolve the complaint, we may wish to contact the complainant at any stage of our investigation for more information.

Recording of complaints
Detailed records of complaints received, which are the responsibility of this firm and any complaints referred to other firms, will be maintained by Compliance in the Complaints Log. For those complaints which are the responsibility of this firm, evidence of the investigation conducted will be maintained, together with the findings, results, conclusion and any offer of redress. Individual complaint files will also be created and retained.

Complaint forwarding rules
In cases where it is established that the complaint made is not the responsibility of this firm, we will refer the compliant to the firm who was responsible for the subject matter of the complaint within five business days of identification. We will inform the client that the complaint is not our responsibility in a final response letter to them, and that we have referred their complaint to the other firm. We will provide contact details for the other firm involved.

Where a matter alleged in a complaint is the responsibility of our firm and another firm jointly, we will provide acknowledgement of the complaint. The complainant will be notified that all or part of the compliant has been forwarded on to the relevant respondent and explain why this has been forwarded. The respondents contact details will also be provided.

We will investigate our portion of the compliant, where relevant, in accordance with our complaints procedure.

For complaints which are referred to us from another firm, we will deal with the complaint in the usual way, and provide the acknowledgement letter to the Complainant as outlined above, with a copy forwarded to the firm who referred the complaint. The investigation and conclusion will then proceed as normal.