Complaints policy

At Voyager Asset Management, we are committed to providing a high standard of service to all clients. If you are dissatisfied with any aspect of our service, we encourage you to let us know so that we can address your concerns promptly and fairly.

How to Make a Complaint

You can make a complaint to us by telephone, email or in writing.

Please include as much information as possible, including:

• Your full name and contact details

• Your account or client reference number (if applicable)

• A description of your complaint

• Any relevant documents or correspondence

Contact Details

Email: client.services@voyageram.co.uk

Telephone: 020 3100 4509

Address: 23 Berkeley Square, Mayfair, London, W1J 6HE

Our Complaints Procedure

We take all complaints seriously and will investigate them fairly, consistently and promptly.

Acknowledgement

We will acknowledge your complaint in writing within five business days of receiving it. Your acknowledgement will include the name or job title of the person handling your complaint.

Investigation

Your complaint will be reviewed by an appropriately qualified individual who was not directly involved in the matter where possible. We may contact you for additional information during our investigation.

Complaints Resolved Quickly

Where possible, we aim to resolve complaints promptly. If your complaint is resolved by the close of the third business day following receipt, we will send you a written summary confirming the resolution.

Ongoing Complaints

If we are unable to resolve your complaint within four weeks, we will write to you explaining the current position and when you can expect further contact.

If we have not issued a final response within eight weeks, we will write to explain the reasons for the delay and provide details of your rights to refer the matter to the Financial Ombudsman Service.

Final Response

Once our investigation is complete, we will send you a final written response explaining:

• The outcome of our investigation

• Whether we accept the complaint

• Any proposed remedial action or redress, where appropriate

• Your right to refer the matter to the Financial Ombudsman Service if you remain dissatisfied

Financial Ombudsman Service

If you are not satisfied with our final response, or if eight weeks have passed since you first raised your complaint, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS).

The Financial Ombudsman Service is an independent organisation established to resolve disputes between financial businesses and their customers.

Complaints to the FOS must usually be made within six months of the date of our final response letter.

Financial Ombudsman Service Contact Details

Financial Ombudsman Service

Exchange Tower,

London E14 9SR

Telephone: 0800 023 4567

Email: complaint.info@financial-ombudsman.org.uk

Record Keeping

In accordance with regulatory requirements, we maintain records of complaints and related correspondence for a minimum period of three years.

Regulatory Status

Financial Conduct Authority complaint handling rules require firms to maintain effective and transparent procedures for the prompt and fair handling of complaints. We are committed to meeting these standards and to treating all clients fairly at all times.