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 customer 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, services where a client of the firm or other aggrieved party has, or alleges to have suffered (or may suffer) financial loss or some other material negative impact. This includes a complaint related to the firm’s obligations under various global privacy 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, will not be treated as a complaint. This includes anonymous complaints or malicious, repetitive or vexatious claims such as harassment of staff, or repeated submissions of a complaint to which a response has been provided. In most cases, other than abusive messages, 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, 86-90 Paul Street, London, EC2A 4NE, United Kingdom.

Once we receive your complaint and identify it as regulatory or material in nature, 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 thoroughly investigate your complaint and provide a fair and justified resolution within 30 days of acknowledgment of the complaint, or in accordance with the rules of the relevant jurisdiction. 

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 directly using the following details:

‍Financial Conduct Authority (FCA)

https://www.financial-ombudsman.org.uk/

Cayman Islands Monetary Authority (CIMA)

Complaint with CIMA:

• Submitting an online complaint (recommended): https://www.cima.ky/complaints
• Submitting written complaints via post to: 
• Deputy Managing Director - Supervision, Cayman Islands Monetary Authority 
• P.O. Box 10052, Grand Cayman KY1-1001, Cayman Islands; 
• Hand delivering to the Authority’s office located at: 
• 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

Autorité des Marchés Financiers (AMF)

https://www.amf-france.org/fr/nous-contacter

Épargne Info Service* : +33 (0)1 53 45 62 00

Meditateur AMF

17, place de la Bourse
75082 Paris Cedex 02

Commission de Surveillance du Secteur Financier (CSSF)

CSSF Mediation Service (Ombudsman for Financial Disputes)

• Address: 283, Route d'Arlon, L-1150 Luxembourg
• Email: reclamation@cssf.lu
• Website: https://www.cssf.lu/en/customer-complaints/

NYDFS

NYDFS Complaint Portal:

https://myportal.dfs.ny.gov/web/guest-applications/consumer-complaint?hn=1&forward=new

By mail: Department of Financial Services, Consumer Assistance Unit, 1 State Street, New York, NY 10004 

or 

1 Commerce Plaza, Albany, NY 12257

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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 and/or material 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.

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