Reportable Complaints & Process
How to make a complaint:
At Columbia Threadneedle Investments we take complaints very seriously. If you have a complaint or are dissatisfied please let us know so we can try to put it right. If you wish to complain, please follow the relevant procedure below:
For OEICs / Unit Trusts:
- Phone: 0800 953 0134, Monday to Friday, 8am to 6pm (GMT)
If calling from outside of the UK please call: +44 1268 444 321
- Email: firstname.lastname@example.org
PO Box 10033
We treat any complaints we receive with utmost care. We aim to resolve any complaints as soon as possible and ideally within 24 hours. If we cannot resolve the complaint within 24 hours, we will contact you with details of our process and keep you updated with the outcome.
How long will you take to answer my complaint?
We’ll aim to resolve your complaint as soon as possible. The Financial Ombudsman Service (FOS) allows us eight weeks to resolve a complaint before you can ask them to intervene but hopefully it won’t take that long. If we haven’t responded to all your issues within eight weeks, we’ll write to you to let you know you can refer your case to FOS.
What if I’m still unhappy following your decision or the resolution you offer?
Please let us know. Our Client Service team will discuss this with you and explain the reasons for our decision. If you’re still unhappy, once we issue our final response, you will be able to refer your complaint to FOS. FOS will only investigate your complaint after we’ve had the chance to investigate it.
Who are FOS and how do I contact them?
FOS is short for the Financial Services Ombudsman. You can contact them at:
- Phone: 0800 023 4567 or 0300 123 9123
The Ombudsman will need you to complete a form, which you can get from their website Financial Ombudsman Service: https://help.financial-ombudsman.org.uk/help.
We'll remind you of how to contact FOS when we send you either our final decision letter or our eight week update letter. If you refer your complaint to the Ombudsman this doesn’t affect your right to take legal action.
Does following your complaints procedure mean that I can’t follow other avenues like the Ombudsman or legal action?
No. Making a complaint doesn’t affect your right to refer your complaint to the FOS or take any legal action.
Where can I find complaints data?
Details of the number of cases referred to the Financial Ombudsman for individual financial businesses can be found at: http://www.financial-ombudsman.org.uk/publications/complaints-data.html The FCA provide consolidated complaints data from the industry every six months at: https://www.fca.org.uk/firms/complaints-data
For Luxembourg SICAVs
If you are invested in a Luxembourg SICAV, the following procedure applies:
Investors may file a complaint free of charge in their own language, stating their name, contact details and details about the product, service and entity the complaint refers to.
Investors can file a complaint:
- by sending an email to: Luxoversight@columbiathreadneedle.com
- by sending a letter to:
Threadneedle Management Luxembourg S.A.
Attn. : Complaints Officer
44, rue de la Vallée
We will respond in writing within ten (10) business days after the receipt of the complaint, to either acknowledge the receipt of the complaint or provide a response. This letter will also inform the complainant about the name of the person handling the complaint.
An answer will be sent to the complainant without undue delay and in any case within one month as of the date of receipt of the complaint. If more time is required to examine the complaint, the Complaints Officer shall inform the complainant of the causes of the delay and indicate the date at which the examination is likely to be achieved.
Where the complainant did not obtain an answer or a satisfactory answer from the Complaints Officer, he/she has got the opportunity to raise the complaint up to the management of Columbia Threadneedle Investments. The relevant contact details will be provided with the response of the Complaints Officer.
Out-of-court complaint resolution procedure at the CSSF
If, for any reason, the complainant does not receive a satisfactory response, he/she can contact the Commission de Surveillance du Secteur Financier (“CSSF”) at the latest one year after the date on which he/she first filed the complaint with Columbia Threadneedle Investments:
- By post:
Commission de Surveillance du Secteur Financier
Département Juridique - Service JUR - CC
283, route d’Arlon
L-2991 Luxembourg; or
- By fax: +352 26 25 1- 2601; or
- By email: email@example.com
Further information from the CSSF can be found on http://www.cssf.lu/en/consumer/complaints/