At JBP Asset Management, we are dedicated to providing an exceptional level of service to our esteemed clients and partners. In the event of any concerns or grievances, we encourage you to bring them to our attention. Your feedback is invaluable in our ongoing pursuit of excellence.

Should you have a complaint, we kindly request that you communicate it in writing, offering as much detail as possible. Please address your complaint to:

JBP Asset Management

First Floor, Unit 10

Freeport Office Village

Century Drive

Braintree

Essex

CM77 8YG

Upon receiving your written complaint, we commit to following the outlined timeframes:

Acknowledgement: Within three business days of receiving your complaint, we will send you an acknowledgment letter, along with a copy of our complaint resolution process.

Investigation: Our dedicated team, often led by our office manager, will thoroughly investigate your concern. They will review pertinent records and liaise with the involved personnel. Within 15 working days from the acknowledgment letter, you can expect to receive a comprehensive written outcome of our investigation.

Secondary Review: If you remain dissatisfied at this point, we encourage you to reach out again. We will facilitate an additional review by a senior member of our team. Within 15 working days of your request, we will communicate our final viewpoint on the matter.

Escalation to The Property Redress Scheme (PRS)

If, after the completion of our in-house procedure or after eight weeks from the initial complaint, you remain unsatisfied, you have the option to seek an independent review from The Property Redress Scheme (PRS).

Please be aware of the following:

You must submit your complaint to the PRS within 12 months of receiving our final viewpoint letter. Include any evidence pertinent to your case.

The PRS mandates that all complaints undergo our internal complaints procedure before being submitted for an independent review.

Your input is pivotal to our continuous improvement, and we appreciate your commitment to helping us maintain the highest standards of service. Your trust in JBP Asset Management as your trusted investment partner is our top priority.