Meteor Asset Management

Regulated status

Meteor Asset Management Ltd is authorised and regulated by the Financial Services Authority, FSA Register number 459325. Company number 5712610

Meteor Investment Management Limited is authorised and regulated by the Financial Services Authority. Register number 496880. Company number 6802633

CashCade Financial Limited is an Appointed Representative of Meteor Asset Management Limited. Company number 6640293

All companies are registered in England and their registered address is 55 King William Street, London, EC4R 9AD.

The information contained on this website is based on our understanding of rates of tax, current legislation, regulations and practice, all of which are subject to change in the future. This information does not constitute financial, investment or tax advice. If you want such advice, please contact an authorised financial adviser and/or tax adviser.

Complaints

WHAT TO DO IF YOU ARE DISSATISIFIED

We pride ourselves on providing high standards of customer service and care. However, we accept that there may be times when we do not achieve these standards or fall short of the standards you expect of us. If this happens we will make every effort to resolve any outstanding problems quickly and to your satisfaction. The procedure we will follow is set out below.

Our procedure

Details of your complaint will be logged onto our central complaints system, which enables us to monitor the progress of the investigation.

Your complaint will be passed to a Complaints Officer, who is a senior official with sufficient competence and who has not previously been involved in the matter which is the subject of your complaint.

The Complaint Officer will obtain and review a copy of your client file and prepare a summary of the records we hold. We will ask for reports from relevant staff, representatives or any other person, if we feel this will assist us in our enquiries.

All complaints will be acknowledged within 5 working days of receipt. The letter will include:

• An outline of our understanding of the basis of your complaint

• The name of your Complaints Officer

• Confirmation that we will contact you again within 4 weeks of the date of receipt of your complaint, to provide our final response or to let you know why we cannot do so

• Details of your right to refer the matter to the Financial Ombudsman Service and enclose an explanatory leaflet "Your complaint and the Ombudsman".

If we are able to finalise our investigation into your complaint within 5 business days the acknowledgement would be included as part of our final response to you. The procedures for assessment of your complaint and the final response letter are explained below.

We may contact you to ask you for further information to clarify some points. This may take the form of a questionnaire, which we will ask you to deal with as soon as possible to help us resolve the complaint quickly.

If we have not completed our investigation within eight weeks, we will write to you giving you a further update and will advise you at that time that you have the right to refer your complaint to the Financial Ombudsman Service.

Assessment of your complaint

When we have received all the relevant information, the Complaint Officer will assess the complaint and prepare a report, for presentation to a Complaints Committee, which will include at least two directors of the Company. The Committee will review the investigation and come to a decision on your complaint, after which we will write to you setting out the results of the investigation. We refer to this as our ‘final response letter’.

Our final response letter

The final response we send you will explain how we have reached our conclusion and set down the terms of any redress or compensation payable, if appropriate. It will also remind you of your referral rights and the fact that any referral to the Ombudsman must be made within 6 months of the date of our final response letter to you.

Financial Services Compensation Scheme

We are covered by the Financial Services Compensation Scheme and investors may be entitled to compensation from the scheme should we be unable to meet our obligations. An investor's entitlement would depend on the type of business and the circumstances of the claim. Legislation provides that most types of investment business are covered for 100% of the first £50,000.

We would stress that if the performance of any investment does not match the illustrated benefits or if the financial institution we have dealt with on behalf of investors is declared in default, an investor would not, for that reason alone, be entitled to any compensation under the Financial Services Compensation Scheme.

You can get more information about compensation arrangements from the Financial Services Compensation Scheme. They can be contacted at 7th Floor, Lloyds Chambers, 1 Portsoken Street, London E1 8BN. Helpline 0207 8927300 Fax 0207 8927301, Email: enquiries@fscs.org or via their website: www.fscs.org.uk

Classification

We classify all clients dependent on their knowledge and experience, to ensure that they receive the appropriate level of regulatory protection.

Unless agreed otherwise, we treat all clients as retail customers to provide the highest level of regulatory protection. Clients who could fall outside of this classification are other regulated entities, such as insurance companies, investment firms, large occupational pension schemes, listed companies and local or public authorities. Such entities may be classified as either professional clients or eligible counterparties.

Professional clients and eligible counterparties have the right to request a different categorisation to give a higher degree of protection.

Please talk to one of the management team if you require any further information on this area.

Conflicts of interest

We have a corporate culture that treats customers fairly, so that they are unlikely to in a position where they could suffer disadvantage as the result of a conflict of interest.

We have

• Identified instances within our business where such conflicts are likely, or possible;
• Apportioned responsibility for conflict management to appropriate personnel;
• Formulated a policy to manage these conflicts;
• A written policy that is maintained and reviewed;
• Ensured that all personnel are aware of the Company’s policy on conflicts and are able to identify any potential conflicts and alert senior management accordingly; and
• Established a procedure for a regular flow of relevant management information for analysis.

We regularly review our conflict policy to ensure that it is, and remains, suitable and appropriate for the Company’s business.

Privacy policy

The Data Protection Act 1998 sets out your rights as a consumer in respect of information held about you by businesses.

We have set out the conditions below for your information. By using the Meteor website you consent to these terms. We reserve the right to amend our Privacy Policy at any time, without prior notice. Any modification will take effect immediately by the modified agreement being displayed. You agree to check this Privacy Policy regularly for modifications and additions. However, this shall not affect your rights in relation to your personal data, which we explain below.

Who will hold your information?

Meteor Asset Management Limited (MAM) will hold information. The organisation which holds the information is known as the "Data Controller" because it has control over and responsibility for your personal information.

What information will be held?

The information about you which we will hold may include personal details such as your name, address, telephone number, and e-mail address. We will not hold more information about you than we need to for purposes for which it is processed.

How do we get this information?

We receive information directly from you when you register voluntarily as a user. In order to help us keep your information up to date we may periodically ask you to provide details of any changes in your information.

What will you do with the information?

We may use your information for a number of purposes, as outlined below:

• The provision of our services to you;
• To administer and maintain our records;
• To put together statistics for assessment and analysis;
• To deal with any questions you ask us;
• To supply you with any associated materials;
• To let you know about other products and services we offer.

We may make your information available only to:

• Our associated companies;
• Your financial adviser;
• As we are obliged to under the requirements of any law, regulation or court order that we must follow;
• To you, if you ask us, and in line with the Data Protection Act 1998.

Is the information you hold on me secure?

The security levels in place are appropriate to the nature of the data and the damage or detriment that might result from a breach of security. Please bear in mind that all publicly accessible websites are susceptible to malicious practices, and we do not accept liability if security is breached.

What are my rights?

You are entitled to: -

• Have access to your personal data. You may write to us, at the address shown below and request details of the information we hold on you, and why we hold it. We will provide this information within 30 days of your request. We may charge you a reasonable fee, as allowed for in the Data Protection Act 1998, for this information;
• Ask us, in writing not to start to use, or to stop using, the information for the purpose of direct marketing i.e. the communication to you by mail, phone or e-mail of any advertising or marketing material;
• Ask us to ensure that we do not base any material decisions on you solely on the basis of the automated processing of your information;
• Apply to ask for any inaccurate personal information held by a court to be rectified, blocked, destroyed, or erased.

How do I contact the Data Controller at Meteor?

You can write to the Data Protection Officer at 55 King William Street, London, EC4R 9AD