NEBA (“we”, “us”) is committed to a high standard of service and to handling complaints fairly, objectively and promptly. This document explains how to make a complaint and how we will handle it.

1. How to make a complaint

If you are unhappy with our financial advisory services, or with the conduct of any of our representatives or employees, you can complain to:

Complaints Handling Unit
Email: legalcompliance@nebaprivateclients.com

To help us review your complaint, please give us, where available:

• your full name and contact details;
• what you are complaining about;
• the name of the representative or employee involved, if relevant;
• relevant policy, account, product or transaction details;
• relevant dates; and
• copies of any documents or correspondence that may help.

If you need help making a complaint, please contact us using the details above.

2. Acknowledgement

We will acknowledge your complaint in writing within 2 working days of receiving it. A complaint received on a non-working day, or after close of business, is treated as received on the next working day.

Our acknowledgement will confirm receipt and explain how we will handle your complaint.

3. Review of your complaint

We will assess the matters you raise and carry out an appropriate review. As part of this, we may:

• contact you to clarify the issues;
• ask for more information or documents;
• interview you where appropriate;
• review relevant records, documents and communications; and
• obtain information from our representatives, employees, product providers or other relevant parties.

We will assess your complaint objectively, based on the information and evidence available, and keep you reasonably informed while our review is ongoing.

4. Our response

We will give you a written response within 30 working days of receiving your complaint.

When our review is complete, our final response will, where applicable:

• explain our findings on the matters raised;
• state whether the complaint is upheld, partially upheld or not upheld; and
• set out any redress or remedial action we propose.

If we do not uphold your complaint, in whole or in part, we will give you our reasons in writing.

5. If we need more time

If we cannot complete our review within 30 working days, we will write to you within that period explaining:

• the reason for the delay;
• when you can reasonably expect our final response; and
• your right to refer your complaint to the relevant ombudsman (see section 7).

We will continue our review and keep you informed until we issue our final response.

6. Redress or remedial action

If we offer financial redress or other remedial action and you accept it, we will arrange for the agreed payment or action to be carried out promptly. Any offer will be communicated to you as part of our response.

7. Referral to an ombudsman

If you are not satisfied with our final response, or we have not resolved your complaint within the timeframe above, you may be entitled to refer it to an independent ombudsman or dispute resolution body. These services are independent of us and are generally free to consumers.

The ombudsman that applies depends on the entity providing your service and your location. We will give you the name and contact details of the relevant ombudsman during the complaints process, including in our final response.

Eligibility is subject to the ombudsman’s own jurisdiction, rules and time limits, so please refer your complaint promptly.

8. Confidentiality

We will handle information about your complaint in line with applicable legal, regulatory, confidentiality and data protection requirements. We may disclose information where needed to investigate and resolve your complaint, or where required or permitted by law or regulation.

9. Our commitment

Making a complaint will not affect how we treat you. We do not charge any fee for making a complaint or for our review of it.

We handle complaints in accordance with all applicable legal and regulatory requirements.