Regulated Complaints Handling Process

The procedures set out below apply to complaints about products and services provided by Fleet Street Publications Limited and MoneyWeek Limited (the “Company” or “Companies” as the case may be) which are regulated by the Financial Services Authority (“FSA”). These products fall within the scope of the Financial Ombudsman Service (“FOS”).

As of 1 May 2010, MoneyWeek Limited will publish the following titles:

If your complaint relates to one of these titles and is in respect of the period prior to 1 May 2010, your complaint should be addressed to Fleet Street Publications Limited. After that date it should be addressed to MoneyWeek Limited.

Publication of Forex Trade Alert will not change. It will continue to be published by, and any complaints should be addressed to, Fleet Street Publications Limited.

A complaint is ‘any expression of dissatisfaction, whether oral or written, and whether justified or not, from or on behalf of an eligible complainant about that firm’s provision of, or failure to provide, a financial service’. An eligible complainant is a subscriber to or purchaser of one of the Companies’ regulated products.

Process for dealing with an FOS-regulated complaint

The process does not apply where:

1. the Company has taken reasonable steps to determine, and has determined, that the complaint:
1. is not made by, or on behalf of, a subscriber; or
2. does not relate to an activity of the firm which comes under the jurisdiction of the FOS; or
3. does not involve an allegation that the complainant has suffered, or may suffer, financial loss, material distress or material inconvenience; or
2. the complaint has been resolved by close of business on the business day following its receipt.

When the process does apply:

1. If an oral complaint is received, the time and date must be recorded and a note made of what the complaint is understood to be. If a written complaint is received it must be date-stamped on the day of receipt.
2. A complaint must be acknowledged within five business days of it being received, signed by the Compliance Officer.
1. Where the complaint has been made orally, the Company must ensure the letter of acknowledgement states the understanding as to the nature of the complaint being made and the complainant must be invited to confirm in writing the accuracy of the statement.
2. The letter of acknowledgement must state that the Compliance Officer will be handling the complaint, and must enclose a copy of the complaint procedures.
3. If the Company can provide a final response within five business days of receipt of a complaint it may combine its acknowledgement of the complaint with the final response.
4. The Company must, within four weeks of receiving a complaint, send the complainant either:
3. a final response; or
4. a holding response, which explains why it is not yet in a position to resolve the complaint and indicates when FSP will make further contact (which must be within eight weeks of receipt of the complaint).
5. The Company must, by the end of eight weeks after its receipt of the complaint, send the complainant either a final response or a response which:
1. explains that the firm is still not in a position to make a final response, reasons for the further delay and indicates when it expects to be able to provide a final response; and
2. encloses a copy of the FOS explanatory leaflet and informs the complainant that he may refer the complaint to the FOS if he is dissatisfied with the delay.
6. When the Company sends a complainant its final response, the final response must:
1. inform the complainant that he may refer the complaint to the FOS if he is dissatisfied with the final response and that he must do so within six months; and
2. enclose a copy of the FOS explanatory leaflet (unless it has already done so in 5(2)(b)).

The six-month time limit within which a complainant must refer a complaint to the FOS begins at the date when the final response is sent by the Company.