Manhattan VC Holding LLC (“Manhattan VC Holding”) is committed
to providing a quality service and working in an open and
accountable way that builds trust and respect. One of the ways
in which we can continue to improve our service is by
listening and responding to the views of our clients and
stakeholders, and in particular by responding positively to
complaints, and by putting mistakes right.
Therefore we aim to ensure that:
- making a complaint is as easy as possible
- we welcome compliments, feedback and suggestions
- we treat a complaint as a clear expression of
dissatisfaction with our service which calls for an
- we deal with it promptly, politely and, when appropriate,
- we respond in the right way - for example, with an
explanation, or an apology where we have got things wrong,
or information on any action taken etc.
- we learn from complaints, use them to improve our service,
and review annually our complaints policy and procedures We
recognise that many concerns will be raised informally, and
dealt with quickly. Our aims are to:
- resolve informal concerns quickly
- keep matters low-key
- enable mediation between the complainant and the individual
to whom the complaint has been referred This policy ensures
that we provide guidelines for dealing with complaints from
members of the public about our services, facilities and
A complaint is defined as any expression of dissatisfaction,
however, it is expressed. This would include complaints
expressed face to face, via a phone call, in writing, via
email or any other method. All staff should have sufficient
knowledge to be able to identify an “expression of
dissatisfaction” even when the word “complain” or “complaint”
is not used.
A complaint covered by this Policy can be distinguished from:
- staff grievances
- responses to requests for feedback about the standard of our
- reports of problems or wrongdoing merely intended to bring a
problem to our notice with no expectation of a response
- service requests
- requests for information
This policy applies to all staff receiving or managing
complaints from our clients, their related parties and any
member of the public made to or about us, regarding our
products, services, staff and complaint handling.
The formal complaints procedure is intended to ensure that all
complaints are handled fairly, consistently and wherever
possible, resolved to the complainant's satisfaction.
Manisland’s responsibility will be to:
- acknowledge the formal complaint in writing;
- Explain the complaints process;
- respond within a stated period of time;
- Inform the complainant of the progress of the complaint and
reasons for any delay
- Inform the complainant of the possible or likely outcome of
Except in exceptional circumstances, every attempt will be
made to ensure that both the complainant and Manhattan VC
Holding maintain confidentiality. However the circumstances
giving rise to the complaint may be such that it may not be
possible to maintain confidentiality (with each complaint
judged on its own facts). Should this be the case, the
situation will be explained to the complainant.
Details and documents relating to customer complaints will be
retained for a period of 5 years from the date the complaint
has been resolved
Written records must be made by Vauban at each stage of the
- In the first instance, staff member(s) must establish
the seriousness of the complaint. An informal approach
is appropriate when it can be achieved. If concerns
cannot be satisfactorily resolved informally, then the
formal complaints procedure should be followed.
If the complaint cannot be resolved informally, the
complainant should be advised that a formal
complaint may be made and the following procedure
should be explained to them. It may sometimes be
appropriate for a different member of staff,
preferably a member of the compliance team, to make
- A formal complaint can be made either verbally or
in writing. If in writing the attached form should
be used. If verbally, a statement should be taken
by the team member or management team.
- Upon receiving the complaint, the complainant will
be contacted within 24 hours, confirming the
complaint is being considered and advising when a
response can be expected.
- In all cases, the complaint must be passed on to
the Team Lead. In the event of a complaint about
the Team Lead the complaint should be passed to
the The COO, and if the complaint is about the COO
this must be passed on to the CEO
- One of the above will investigate the complaint.
Any conclusions reached should be discussed with
the staff member involved and their Line Manager.
- Complaints must be resolved by the end of 15
business days following receipt of the complaint.
However in exceptional circumstances, where
Manhattan VC Holding is unable to issue a final
response within the 15 days of receipt, Manhattan
VC Holding will issue a holding response
- The reasons for the delays in resolving the
- A deadline in which Manhattan VC Holding will aim
to issue the final response. This must be no later
than 35 business days from the date of receipt.
- If the complainant is not satisfied with the above
decision, then a sub-group of the Board will be
- The sub-group will examine the complaint and may wish
to carry out further interviews, examine files /
notes. They will respond within four weeks in writing
- When a final response has been given it will either:
- Accept the complaint, and where appropriate, offer
redress or remedial action;
- Offer redress or remedial action without accepting the
- Reject the complaint and give reasons for doing so.