In the event of a client being dissatisfied with any aspect of Ruffer’s service, they are requested to write to the Chief Executive or Compliance Officer of Ruffer in the first instance at the registered office detailed above. A leaflet is available from Ruffer describing the firm’s procedures for handling complaints.
A client, if he/she is an eligible complainant, also has the right of complaint direct to the Financial Ombudsman Service (FOS). Eligible complainants include private individuals, micro–enterprises (a business which employs fewer than 10 people and has turnover or annual balance sheet of less than €2 million), charities with annual income of less than £1m and trustees of a trust which has net assets of less than £1m.
A leaflet is available from Ruffer describing the FOS’s procedures and details are also available on FOS’s website (www.financial–ombudsman.org.uk). The client should write to Ruffer before making a complaint to the FOS.