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Complaints Procedure

If for any reason you feel dissatisfied with any aspect of our service, in the first instance you should contact our client services team on:

020 8242 1900 or support@piggybackproperty.com

The vast majority of complaints can be dealt with within 24 hours.

We will do everything we can to address your complaint within 24 hours and attempt to put things right as quickly as possible. If we are unable to resolve the matter then we will let you know and treat your dissatisfaction as a formal complaint.

We will carry out an impartial review of the complaint with a view to understanding what did or did not happen and to assess whether we have acted fairly within our rights and have met our contractual and other obligations. A full written response will be provided within eight weeks of receiving the complaint. We will keep you regularly updated with the progress of your complaint.

If you are classified as a retail client, and you do not feel that your complaint has been resolved satisfactorily by the compliance department, you are able to refer your complaint to the Financial Ombudsman Service. The Financial Ombudsman Service is an independent organisation that was established to resolve disputes between financial institutions and their customers.

Any reference to the Financial Ombudsman Service must take place within six months of our final response letter, and you should also note that the Financial Ombudsman Service will not consider a complaint until we have had the opportunity to address the complaint.

The full contact details of the Financial Ombudsman Service are as follows:

Financial Ombudsman Service, Exchange Tower, London, E14 9SR

0800 023 4 567 – Calls to this number are now free on mobile phones and landlines
0300 123 9 123 – Calls to this number cost no more than calls to 01 and 02 numbers

These numbers may not be available from outside the UK – so please call from abroad on +44 20 7964 0500.

Email: complaint.info@financial-ombudsman.org.uk

Website: http://www.financial-ombudsman.org.uk

Download the Piggyback Property Ltd Complaints Procedure here

Risks

All investments involve risk, including the total loss of the capital involved. Property investments include some specific risks detailed below.

1. Loss of Capital Investment

Property prices can go down as well as up and different property types or those in different areas may be more or less susceptible to reduced or negative growth. By investing in property, there is a risk that you may not get back what you put in if property prices fall. You should not invest more money through the platform than you can afford to lose without altering your standard of living. Investment on Piggyback Property is not covered by the Financial Services Compensation Scheme.

2. Illiquidity

Any investment you make through the platform will be highly illiquid. There is no active secondary market for the shares of the investee company. This means that you are unlikely to be able to sell your shares until and unless the investee company is sold or the property is sold at the end of the investment term.

3. Rarity of Dividends

If a property receives rent this will be paid to the investors as a dividend net of any fees, costs and expenses. However, should a property not produce rent, or the rent be insufficient to cover the costs and expenses of operating the property, no dividends will be paid and you will be unlikely to see any return on your investment until the property is sold.

4. Diversification

Investing in property and unlisted shares should only be done as part of a diversified portfolio. This means that you should invest relatively small amounts in multiple businesses rather than a lot in one or two businesses. It also means that you should invest only a small proportion of your investable capital in startups as an asset class, with the majority of your investable capital invested in safer, more liquid assets.

5. Tax

You will be responsible for the payment of your own tax which may include capital gains and/or income tax. We do not provide tax advice and you should seek independent tax advice before investing if you are unsure of your position. It is still your responsibility to ensure that your tax return is correct and is filed by the deadline and any tax owing is paid on time. If you are unsure how this investment will effect your tax status you must seek professional advice before you invest. Each company you invest in will be liable for, and pay, corporation tax and any returns you receive will be paid to you net of any corporation tax due.

6. Past Performance

The value of property may go down as well as up and you may not get back the full amount you invested. You should not consider investing unless you can afford a total loss of your investment. Past performance is not a reliable indicator of future results.

7. Future performance

Any projections of future performance are based on the internal calculations and opinions of Piggyback Property and are subject to change at any time. Forecasts are not a reliable indicator of future results and should not be relied on.

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