Complaints Procedure

Liva Partners Limited (“Liva”) endeavours to deliver the best service to its clients. If you are not satisfied with the service provided by us, we aim to resolve this as soon as possible.

If you have cause to complain, the following procedure prescribes:

  • how to make a complaint;
  • what Liva will do to deal with your complaint promptly, fairly and effectively; and
  • the options available if you are not satisfied with our response

How to make a complaint

If you wish to complain, you may contact any member of the team or contact us by:

  • Writing to:
    Liva Partners Limited
    2nd Floor, Berkeley Square House,
    Berkeley Square, Mayfair
    London W1J 6BD, United Kingdom
    Telephoning: +44 20 3970 1313

Our complaints handling procedure

  • We aim to resolve your concerns by close of business on the next working day. If this is not possible, we will promptly acknowledge your complaint in writing (or by email if that was your chosen method of communication) no later than three working days after receipt.
  • If your complaint concerns the provision of (or failure to provide) a service by another firm authorised by the Financial Conduct Authority, such as an insurer, we will promptly refer your complaint in writing to the firm. In these circumstances we will provide you with the full contact details for the firm and, if the other firm is solely responsible we will provide to you our final response.
  • We will strive to resolve your complaint as soon as reasonably practicable, whilst thoroughly investigating the matter and typically sending our final response to you in writing (or by email if that was your chosen method of communication) no later than eight weeks after receipt of your complaint.
  • We will keep you regularly informed of progress and the measures being taken to resolve your complaint. If our response is not issued within four weeks of the date we received your complaint, we will issue a letter (or an email if that was your chosen method of communication) to you explaining why we have been unable to resolve your complaint and indicate when we will make further contact. You are welcome to contact us at any time to check the status of our investigation.
  • If, after eight weeks, you are still waiting for us to respond, we will write to you explaining why we have been unable to conclude your complaint and the options available to you.
  • If you are either a private individual or an enterprise involved in economic activity that employs fewer than 10 persons and has a turnover or annual balance sheet that does not exceed €2 million, you may refer your complaint to the Financial Ombudsman Service (“FOS”), provided we have had an adequate opportunity to resolve your complaint first. We will advise you of the time limits for making a referral to the FOS and supply a copy of the FOS explanatory booklet with our final response. The FOS can be contacted by: