At Silvercrest Asset Management (Europe) Limited, we believe that open and honest communication can benefit us all, whether it’s to answer a question, solve a problem or share a success story. We value your feedback and use it continuously to improve the quality of the solutions we provide.
It is important for us to know when you have a problem so that we can work to resolve it. If, for any reason, you are not entirely satisfied with any aspect of our service, please reach out to your usual contact. You may complain to us by letter, email, or in person.
You can write to us at:
Head of Client Complaints
Silvercrest Asset Management (Europe) Limited
50 Northumberland Road
Ballsbridge
Dublin 4
D04 HT22
You can email us at: clientcomplaints@silvercrestgroup.com
Complaints procedure
Any expression of dissatisfaction from or on behalf of any client, irrespective of whether it is made verbally or in writing, is treated as a complaint. Once we have received your complaint, we will try to resolve it immediately, but we may need to carry out an internal investigation. We will send an acknowledgement to you within five working days to confirm that we are dealing with your complaint. Any investigation will be conducted with impartiality and undertaken in a competent and diligent manner. We shall advise you of the expected timeframe to resolve your complaint. We will keep you informed of the progress we are making as our enquiries continue. To help us resolve your complaint as swiftly as possible, please provide us with the following:
- your full name, address and account number;
- a clear outline of your complaint;
- copies of any supporting documents concerning your complaint, paying special attention to the dates of occurrence;
- details of what you would like us to do to rectify the situation; and
- a telephone number and email address where we can contact you.
Silvercrest Asset Management (Europe) Limited is an operating subsidiary of Silvercrest L.P. and Silvercrest Asset Management Group Inc. (“SAMG”), and an affiliate of Silvercrest Asset Management Group LLC. All complaints with respect to Silvercrest Asset Management (Europe) Limited are managed by the Client Complaints Team, based in Ireland. Once we have received your complaint, we will acknowledge it in writing. We will also advise you of the individual’s name who will be investigating, and managing, your complaint. As part of the complaints process, the Silvercrest Asset Management (Europe) Limited Head of Compliance will be notified of your complaint to ensure local compliance standards are met.
Resolution of your complaint
When all appropriate enquiries and investigations in respect of your complaint have been completed, we will write to you with the outcome of our review. We will also specify any action that we propose to take, or have already taken, to remedy the situation. We will aim to send this final response as soon as possible, which will normally be within eight weeks of receipt of your complaint. If we are unable to do so, we will send you a written update to explain and to provide you with a revised timeframe for concluding the matter.
If you are still not satisfied
We aim to resolve any concerns that you raise with us, but if you are not satisfied with our final response, or the manner in which the complaint has been handled, we would encourage you to respond to us outlining any reasoning for same. We will endeavour to address any concerns, and you will retain the right to refer your concerns to the Financial Services and Pensions Ombudsman. Complaints may be referred to the Financial Services and Pensions Ombudsman at: Lincoln House, Lincoln Place, Dublin 2, D02 VH29, by email info@fspo.ie or by phone: +353 1 567 7000. Further details are available on the FSPO’s website: www.fspo.ie.