In the event that you are dissatisfied with any aspect of Ruffer’s service, we suggest that you write to the Chief Executive or Compliance Officer of Ruffer in the first instance. They can be contacted via email to firstname.lastname@example.org or via letter to 80 Victoria Street, London SW1E 5JL. Please provide us with as much detail about the issues as you can, to help us investigate the matter.
A leaflet is available from Ruffer describing the firm’s procedures for handling complaints. In summary, we will acknowledge your complaint, independently investigate the circumstances of your complaint, and report our findings and conclusion to you within eight weeks of receiving the complaint.
In the event that we do not resolve your complaint to your satisfaction, you may be able to refer your complaint to the Financial Ombudsman Service (FOS). A leaflet is available from Ruffer describing the FOS’s procedures. Details are also available on FOS’s website (www.financial-ombudsman.org.uk). You should write to Ruffer before making a complaint to FOS. If you would like details of Ruffer’s complaints handling procedures or a copy of the FOS leaflet, please email email@example.com.