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Comprehensive legal details about our company, including contact information, business registration, and regulatory compliance specifics.
1.1. These operational guidelines set out the standards under which ClearPoint Capital (hereinafter “the Company”) delivers advisory services, administers accounts, and manages the day-to-day relationship with each client (hereinafter “the Client”). They apply to every service accessed through the Company and to all instructions submitted in connection with those services.
1.2. These guidelines supplement and form an integral part of the Client Agreement executed between the Company and the Client. Where the Client Agreement addresses a matter in specific terms, that agreement governs; on all operational and procedural matters not expressly covered, these guidelines apply.
1.3. Account instructions, including onboarding requests, changes to standing details, and transaction authorisations, are submitted through the secure client portal made available by the Company. The Company may decline to act on instructions received through any channel that does not permit reliable verification of the Client’s identity.
1.4. The Client is responsible for ensuring that all registration details provided to the Company are accurate, complete, and kept current. The Company is entitled to rely on the most recent details on file and bears no responsibility for consequences arising from inaccurate or outdated information supplied by the Client.
1.5. In the event of any inconsistency between these guidelines and internal Company policies published from time to time, these guidelines take precedence unless applicable law or the Client Agreement provides otherwise.
2.1. The Company communicates with the Client through the client portal, registered email correspondence, and telephone contact using the details recorded on the Client’s account. Messages exchanged through the portal are treated as delivered once they are made available in the Client’s account.
2.2. Notices sent by the Company are deemed received on the day of delivery to the portal or email address on file, or, in the case of telephone contact, at the time of the call. Where a confirmation or acknowledgement is requested, the Client is asked to respond within the timeframe stated in the relevant notice.
2.3. Unless otherwise agreed in writing, English is the language of all communications, notices, and documents exchanged between the Company and the Client. Translations may be provided for convenience, but the English version prevails in the event of any discrepancy.
2.4. The Client undertakes to keep contact details, including email address and telephone number, current at all times and to notify the Company promptly of any change. The Company is not liable for communications that fail to reach the Client because contact details were not kept up to date.
2.5. The Company may record and retain communications, including telephone calls and portal messages, for quality assurance, training, and compliance purposes, in accordance with applicable law and the Company’s privacy practices.
3.1. The Company operates an anti-money-laundering and know-your-customer programme. Identity and source-of-funds verification is completed before an account is funded, and the client relationship is reviewed on a risk-sensitive basis for the duration of the engagement.
3.2. The Company monitors account activity for patterns that appear unusual, inconsistent with the Client’s stated profile, or otherwise indicative of financial crime. Such monitoring is conducted on an ongoing basis and may include automated screening as well as manual review.
3.3. The Company is entitled to request additional documentation or information at any time, including evidence of identity, source of funds, source of wealth, and the purpose of a particular transaction. The Client agrees to provide such information promptly upon request.
3.4. Where the Company identifies activity that requires further examination, it may pause, delay, or decline the relevant activity pending review, and may take any further steps required by applicable law. The Company is not obliged to disclose the reasons for such measures where doing so would breach legal or regulatory obligations.
3.5. Nothing in these guidelines limits the Company’s ability to make disclosures to competent authorities where it is required or permitted to do so under applicable law.
4.1. Deposits and withdrawals are processed in accordance with the instructions submitted by the Client through the client portal, subject to verification and to the limits and conditions set out in the Client Agreement.
4.2. Before processing a deposit, the Company may verify the source of funds and confirm that the remitting account is held in the Client’s name. Withdrawals are generally returned to a verified account belonging to the Client unless otherwise agreed and lawfully permitted.
4.3. Payment instructions received before the applicable cut-off time on a business day are normally actioned within standard processing windows. Instructions received after the cut-off time, or on non-business days, are treated as received on the next business day. Processing times may vary depending on the payment method and any intermediary institutions involved.
4.4. The Client is responsible for any fees, charges, or deductions applied by third parties, including correspondent banks and payment providers, in connection with a transaction. Any Company fees are disclosed in advance and applied in accordance with the Client Agreement.
4.5. The Company may withhold or reverse a payment where it has reasonable grounds to suspect error, fraud, or a breach of these guidelines, or where required to do so by applicable law.
5.1. The Company supports the transfer types made available from time to time through the client portal. The availability of a particular transfer method may depend on the Client’s location, account type, and applicable regulatory requirements.
5.2. For every transfer, the beneficiary name and account details provided by the Client must match the records held for the receiving account. The Company may decline or return a transfer where the details cannot be reconciled or where a mismatch is identified.
5.3. Transfers submitted before the applicable cut-off time are processed on the same business day where practicable; those submitted after the cut-off time are processed on the next business day. Cut-off times for each transfer method are published in the client portal and may be updated from time to time.
5.4. Where a transfer is rejected or returned by a receiving institution, the Company will make reasonable efforts to notify the Client and to return the funds to the originating account, net of any charges applied by third parties. The Company is not responsible for delays caused by institutions outside its control.
5.5. The Client is responsible for ensuring that transfer instructions are accurate and complete before submission. The Company acts on the details provided and is not liable for losses arising from errors in the information supplied by the Client.
6.1. Access to the client portal is granted through credentials issued to, or created by, the Client. The Client is responsible for keeping these credentials confidential and for taking reasonable measures to prevent unauthorised access.
6.2. Access to the client portal is protected by password and account security controls. The Client should choose a strong password that is unique to this service and should not reuse credentials that protect any other financial account.
6.3. Any instruction, transaction, or action carried out using the Client’s credentials is treated as authorised by the Client. The Client agrees to notify the Company immediately upon becoming aware of any actual or suspected unauthorised use of the account.
6.4. The Company may suspend or restrict portal access where it has reasonable grounds to believe that account security has been compromised, that credentials have been misused, or that suspension is necessary to protect the Client, the Company, or third parties. Access is restored once the relevant concern has been resolved.
6.5. The Company may from time to time carry out maintenance that temporarily limits portal availability. Where practicable, advance notice of planned maintenance is provided through the portal.
7.1. A Client who wishes to raise a complaint may do so through the client portal, by registered email, or by telephone using the contact details on file. To help the Company investigate effectively, the Client is asked to describe the matter clearly and to provide any relevant supporting information.
7.2. The Company acknowledges receipt of a complaint promptly, ordinarily within five business days, and works to resolve the matter as quickly as the circumstances allow. Where a full response requires further time, the Company keeps the Client informed of progress and of the expected timeframe for resolution.
7.3. If the Client is not satisfied with the outcome, the matter may be escalated for review by a senior member of the Company’s compliance function. The Company sets out the options available for further escalation in its final response to the complaint.
7.4. The Company cooperates fully with competent authorities and regulators in connection with any investigation, and may share information where it is required or permitted to do so under applicable law. The Client agrees to provide reasonable assistance in connection with any such investigation.
7.5. Records relating to complaints and investigations are retained for the period required by applicable law and the Company’s internal policies, and are treated in accordance with the Company’s privacy practices.