Complaints Procedure
How we handle complaints
We work hard to get things right for our clients. If we fall short, we want to hear about it. Telling us when you are unhappy with our people, our products or our service gives us the chance to put things right quickly, and helps us improve for everyone.
What counts as a complaint
A complaint is any expression of dissatisfaction – spoken or written, and whether or not it turns out to be justified – about a financial service we have provided, or failed to provide, where you believe you have suffered, or may suffer, financial loss, material distress or material inconvenience.
We treat every complaint in the same way and to the same standard, whoever you are and whatever the nature of your relationship with us.
How to raise a complaint
You can contact us in whichever way is easiest for you:
- By email: team@beachequity.co.uk
- By post: Beach Equity Investments LLP, Fourth Floor, 21 Poland Street, London W1F 8QG
It helps us if you can tell us what happened, when it happened, how it has affected you and what you would like us to do to put it right. Please include a daytime contact number and any reference numbers you have.
Our promise to you
- We will treat your complaint fairly and take it seriously.
- We will try to resolve matters as soon as you first contact us.
- If we cannot, we will give you a named contact who will investigate and keep you informed.
- We will confirm our decision and our reasons in writing.
- We will learn from what went wrong and make changes where they are needed.
What happens next
Acknowledgement
We will acknowledge your complaint promptly in writing or by email, and confirm who is investigating it.
Investigation
Your named contact will gather all the relevant information and review it carefully. They may come back to you if anything further is needed. We aim to resolve complaints as quickly as possible and, in any event, within a maximum of eight weeks.
If it takes longer than four weeks
If we have not been able to resolve your complaint within four weeks, we will write to you to explain why and let you know when you can expect a response.
If it takes longer than eight weeks
If we have still not issued a final response after eight weeks, we will write to you again, explain the delay, and tell you about your right to refer the complaint to the Financial Ombudsman Service.
Our final response
Our final response will set out our decision – whether we have upheld your complaint in full, upheld it in part, or not upheld it – together with our reasons and details of any redress. Where redress is agreed, we will pay it promptly. Our final response is signed off by our compliance function and a managing partner.
If you are still not satisfied
If you remain dissatisfied after receiving our final response, or if eight weeks have passed since you first raised the matter with us, you may be able to refer your complaint to the Financial Ombudsman Service. The Ombudsman is free to use and independent of us.
You must normally refer your complaint to the Ombudsman within six months of the date of our final response. If you do not refer it in time, the Ombudsman will only be able to consider it in very limited circumstances.
We are not able to tell you whether you are an eligible complainant – the Ombudsman will confirm this with you directly.
Financial Ombudsman Service
- Write to: Financial Ombudsman Service, Exchange Tower, London E14 9SR
- Telephone: 0800 023 4567 (free from landlines) or 0300 123 9123 (national rate)
- Email: complaint.info@financial-ombudsman.org.uk
- Website: www.financial-ombudsman.org.uk
We handle complaints in line with the Financial Conduct Authority’s rules on dispute resolution (DISP). A copy of our full complaints handling policy is available on request. Beach Equity Investments LLP is registered in England and Wales (registered number OC438690) and is authorised and regulated by the Financial Conduct Authority. Registered office: Fourth Floor, 21 Poland Street, London W1F 8QG.
Last reviewed: August 2026
