Your right to complain

Although we always try to provide a high standard of service, we understand that there may be occasions where you aren’t happy with the services we’ve provided.  

That’s why we have a complaints procedure.

Who to contact

So, if you are unhappy with our services, please contact us.

By phone  - 01285 283800

By email - enquiries@execapman.com

By post - EXE Capital Management, Hertford House, Southernhay Gardens, Exeter, EX1 1NP

In person - Our offices are open Monday to Friday 9am to 5pm (except bank holidays).

What we do when a complaint is received

Our actions will be the same whether your complaint is made in writing or verbally. We aim to assess any complaint fairly, consistently and promptly.

Where possible, we’ll try to resolve your concerns within 3 working days of receiving your complaint.

If we can resolve your complaint within 3 working days, we will :

• Contact you by the end of the third day of receiving your complaint, confirming how we have dealt with it.‍

If we cannot resolve your complaint within 3 working days, we will :

Write to you within 5 working days of receiving your complaint.

• When you register to use certain areas of the site, we will ask you to provide certain data, such as your contact details and company information. We will store this data and use it to contact you, provide you with details of services and otherwise for the normal use and improvement of the site, unless you have asked us not to do so.
• Investigate your complaint further.
  • We may need to get a signed letter of authority from you so we can collect certain information from other parties on your behalf.
  • We aim to complete our investigation within 8 weeks of receiving your complaint.
• Write to you again when we have completed our investigation, confirming:
  • Details of our investigation
  • Whether your complaint should be upheld or not
  • What corrective action or redress (or both) may be suitable
• If we haven’t been able to complete our investigation within 8 weeks of receiving it, we will write to you again, explaining:
  • The reason(s) why we have not been able to complete our investigation.
  • When we hope to complete our investigation

If you are unhappy with our response

If you’re not happy with our response, you may refer your complaint to the Financial Ombudsman Service free of charge, who may be able to help.

We’ll provide full details of how to do this when we write to you.

What we do if your complaint is not about our firm  

If you complain to us, but we are satisfied that the complaint relates to another firm, we will:

• Write to the firm concerned (if we can identify them), explaining that we believe they need to consider your complaint. We will also enclose details of your complaint.
  • If this was made in writing – the copy of your original letter / email
  • If this was made verbally – written details of the notes we made
• Write to you, giving you firm’s contact details. We will also provide you with a copy of the letter we send to the firm. A copy of the letter we send to you will also be sent to the firm concerned.

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EXE Capital Management respects your privacy and will not sell or make available in any way your personal information except where specific permission has been given.

The nature of the services provided by EXE Capital Management means that we may obtain certain information about you. This statement sets out the principles governing our use of your data. By registering to use the services and by using the EXE Capital Management website generally, you agree to this use.

Our general guidelines regarding the use of your data are as follows:

• When you register to use certain areas of the site, we will ask you to provide certain data, such as your contact details and company information. We will store this data and use it to contact you, provide you with details of services and otherwise for the normal use and improvement of the site, unless you have asked us not to do so.
• We may also use the data you provide us in response to surveys and to aggregate user profiles. For the avoidance of doubt, EXE Capital Management will not pass data to any third parties.

To enable us to monitor and improve the site, we may gather certain information about you when you use it, including details of your operating system, browser version, domain name and IP address, and the details of the website you came from. EXE Capital Management also uses cookies. Cookies are small files that are placed on your computer by your browser which allow us to remember you each time you visit. Cookies contain no personal details about you and they can be disabled by changing your browser preferences.

Google Analytics is also used to track website trends without identifying individual visitors. The cookie used by Google Analytics stores information such as what time the current visit occurred, whether the visitor has been to the site before, and what site referred the visitor to EXE Capital Management.

Our site may link to other websites and we are not responsible for their data policies or procedures or their content.

We endeavour to take all reasonable steps to protect your personal data but cannot guarantee the security of any data you disclose online. You accept the inherent security implications of dealing online over the internet and will not hold us responsible for any breach of security unless we have been negligent or in wilful default.

Any details that you provide to us from which we can identify you are protected by the General Data Protection Regulation, coming into full effect on 25th May 2018. This framework is designed to protect your data in a networked world. GDPR requires that information gathering is carried out in a concise, informed and unambiguous way and your consent must be freely given.

COOKIES

WE USE COOKIES ON OUR WEBSITE. BY USING OUR WEBSITE YOU AGREE TO THIS POLICY AND YOU CONSENT TO OUR USE OF COOKIES IN ACCORDANCE WITH THE TERMS OF THIS POLICY.

About Cookies

A cookie is a small file that asks permission to be placed on your computer’s hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences There are two main kinds of cookies: “session” cookies and “persistent” cookies. Session cookies only last for the duration of users using the website and are deleted from your computer when you close your browser, whereas persistent cookies outlast user sessions and remain stored on your computer until deleted, or until they reach their expiry date.

Cookies on this website

We use both Session Cookies and Persistent Cookies on this website. We use a cookie to recognise your computer when you visit our website, in order to populate the login box and record whether you are logged in or not. We only do this if you have explicitly registered with us. We also use a cookie to tell us that you have agreed to this Cookies Policy, if you have chosen to do so.

A cookie in no way gives us access to your computer or any information about you, however we are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. Most browsers allow you to reject all cookies, whilst some browsers allow you to reject just third party cookies. Note that doing this may prevent you from taking full advantage of our website.

Google Analytics

We also use cookies to help us improve the website's usability and for marketing purposes. We may also use cookies to identify which pages are being used. This helps us analyse data about webpage traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes.

For this purpose we use Google Analytics. Google Analytics generates statistical and other information about website use by means of cookies, which are stored on users' computers. The information generated relating to our website is used to create reports about the use of the website. Google will store and use this information. Google's privacy policy is available at www.google.com/privacypolicy.html. If you would like to opt out of being tracked by Google Analytics across all websites please visit tools.google.com/dlpage/gaoptout.

If you have any questions about privacy or our use of cookies please contact us on enquiries@execapman.com

EXE Capital has adopted a remuneration structure that is appropriate to the establishment phase of development of the business. The team has been recruited specifically to fulfil specific roles and staff receive a salary which reflects the market rate for that role taking into account the experience of those individuals.

In 2025, all remuneration was fixed. Going forward, staff will continue to receive a fixed element to their pay with a variable (bonus) element awarded following performance assessment. Such incentivisation rewards staff for working successfully in the best interests of the client.

This  ensures that appropriate performance and behaviour is demonstrated taking into account such matters as: adhering to the firm’s risk policies, maximising investment returns, implementing compliance procedures and maintaining client communications with response times in line with target levels.  

The overall remuneration paid by the firm in the financial year ending March 2025 is as follows:

Total Remuneration (Fixed)        £ 304,905