B2C2 Ltd and its subsidiaries (“B2C2” or “the firm”) are committed to treating clients fairly and maintaining informed, accountable, and transparent relationships with stakeholders. B2C2 therefore attaches great value to being well informed on the possible sources of complaints or client dissatisfaction. B2C2 endeavours to get in contact with any dissatisfied person so that suitable solutions can be found, and, if necessary, products, activities and services can be improved. The intention is to always deliver fair outcomes for those raising a concern and the wider client base.
‍
A complaint is any oral or written expression of dissatisfaction, whether justified or not, about the provision of, or failure to provide, a financial service where a client of the firm has, or alleges to have suffered (or may suffer) financial loss, material distress or material inconvenience. This includes a complaint related to the firm’s obligations under UK GDPR, EU GDPR, Cayman DPA and any other applicable data protection regulations. A complainant is any natural or legal person who has made  a complaint, regardless of their eligibility or otherwise as a complainant for regulatory purposes.
‍
Certain correspondence that in our view does not fall under our definition of a complaint, or does not raise any issue that calls for in-depth investigation, may not be treated as a complaint. This includes anonymous complaints; and malicious, repetitive or vexatious claims such as harassment of staff, or repeated submissions of a complaint to which a response has been provided. In all  other cases, we will give succinct reasons for our views. Having done so once, we will not normally engage in further correspondence on the merits of the position we have taken.
‍
Raising an Issue with our services
‍If you have any concerns regarding our services, please don’t hesitate to contact us through the various channels B2C2 uses to communicate with you. Our dedicated team will do everything they can to address and resolve any issues you may have experienced, where relevant.

‍How to Submit a Formal Complaint
If your issue remains unresolved to your satisfaction, we encourage you to submit a written complaint to ensure clear communication and understanding. You can do so by contacting B2C2 via regulatory@b2c2.com. Alternatively, you can send a formal written complaint to the postal address for any of B2C2’s relevant entities. For the postal addresses of each B2C2 entity please see the B2C2 Website. If you are unsure which B2C2 entity to contact, please send your correspondence to B2C2’s parent entity postal address: B2C2 Ltd, 41 Lothbury, London, EC2R 7HF, United Kingdom. Once we receive your complaint, our process is as follows:

1. We will confirm receipt of your complaint in writing as early as possible, ideally within 3 business days.

2. If necessary, we will reach out for additional details to fully understand and resolve your concern.

3. We will investigate your complaint impartially, with review by our Compliance function, and provide a fair and justified response within 30 days of receipt of the complaint, or in accordance with the rules of the relevant jurisdiction. Our response will tell you whether your complaint is upheld and why. All complaints will be handled free of charge.

‍Data protection complaints
‍If your complaint relates to how we have handled your personal data and you are not satisfied with our response, you may complain to the relevant data protection supervisory authority (for example, the Information Commissioner's Office in the UK). Supervisory authorities usually expect you to have complained to us first, and to have followed up if you have not received a response within 30 days. We may need to verify your identity before responding to a data protection complaint.

‍Regulatory requirements
‍Our complaint-handling procedures are aligned with the guidance provided by our various regulators in an entity jurisdiction. If you feel that our response does not sufficiently address your concerns, you may contact the appropriate regulator or alternative dispute resolution body directly using the following details:

Financial Ombudsman Service (UK) (where applicable to you)
‍https://www.financial-ombudsman.org.uk/

‍Cayman Islands Monetary Authority (CIMA)
‍Complaint with CIMA:- Online (recommended): https://www.cima.ky/complaints
By post: Deputy Managing Director - Supervision, Cayman Islands Monetary Authority P.O. Box 10052, Grand Cayman KY1-1001, Cayman Islands; - By hand: 171 Elgin Avenue, SIX, Cricket Square, George Town, Grand Cayman
OR: If you are unsatisfied with the outcome of your complaint with CIMA, you can then contact the Cayman Islands Ombudsman: https://ombudsman.ky/make-a-complaint

‍Commission de Surveillance du Secteur Financier (CSSF)
CSSF Address: 283, Route d'Arlon, L-1150 Luxembourg
Email: reclamation@cssf.lu
Website: https://www.cssf.lu/en/customer-complaints/NYDFSNYDFS Complaint Portal: https://www.dfs.ny.gov/complaint.

NYDFS Mailing Addresses:
Department of Financial Services
Consumer Assistance Unit
1 State Street, New York, NY 10004
or
NYDFS 1 Commerce Plaza,Albany, NY 12257
‍
NYDFS Telephone: +1 (800) 342-3736

B2C2’s handling of complaints should be transparent, efficient, thorough, and impartial. The complaint will be assessed fairly, including analysis as to whether the communication from the client classifies as a complaint, and if so, whether the complaint is regulatory in nature. This will result in the client being provided a response in a comprehensive, fair and timely manner including regulatory adherence where applicable. All complaints received will be dealt with confidentially and in accordance with the requirements of the relevant data protection legislation.