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Intermediary Sales Team
How to complain

Our Intermediary Sales team

Chris King
Head of Wholesale, Australia
+61 413 984 600
Chris King
Head of Wholesale, Australia
+61 413 984 600
Harry Page
Assistant Vice President, Intermediary Sales
+61 408 585 763

How to complain

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.

If you are invested in a Luxembourg SICAV or SIF product, the following procedure applies:

Complaints procedure

Investors may file a complaint free of charge in their own language. Complaints may be made orally or in writing using the contact information below:

Telephone

+352 47 17 5 4245

Email

Email

[email protected]

Address

Post

Threadneedle Management
Luxembourg S.A.
Attn. : Complaints Officer
44, rue de la Vallée
L-2661 Luxembourg.

We treat all complaints we receive, whether orally or in writing, with utmost care. However, for your records and to preserve your right to refer your complaint to the Luxembourg regulator, the CSSF, you are encouraged to address your complaint in writing.

Please include the following information in your complaint:

  • your first name and last name
  • your contact details
  • the nature of your relationship with Columbia Threadneedle Investments or its products (e.g. Investor in abc fund)
  • details of the facts giving rise to the complaint along with all relevant supporting documents.

How long will you take to answer my complaint?

We’ll aim to resolve your complaint as soon as possible and ideally within five (5) business days. If we cannot resolve the complaint within five (5) business days, we will contact you with details of our process and keep you updated with the outcome.

The CSSF allows us one month to resolve a complaint before you can ask them to intervene. If we haven’t responded to all your issues within one month, you can refer your case to CSSF.

What if I’m still unhappy following your decision or the resolution you offer?

Please let us know. We 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 the CSSF. The CSSF will only investigate your complaint after we’ve had the chance to investigate it.

What is the CSSF and how do I make contact?

CSSF is short for the Commission de Surveillance du Secteur Financier. It is the regulator and alternative dispute resolution entity of the Luxembourg financial sector. You can contact the CSSF:
Address

Post

Commission de Surveillance du Secteur Financier
Département Juridique - Service JUR - CC
283, route d’Arlon
L-2991 Luxembourg

Email

Email

[email protected]

The CSSF will need you to complete a form, which you can get from its website. The form and additional information on the CSSF complaints process is available at: https://www.cssf.lu/en/customer-complaints/

Referring your complaint to the CSSF does not affect your right to take legal action.

Does following your complaints procedure mean that I can’t follow other avenues like the CSSF or legal action?

You will not be able to refer your complaint to the CSSF if you have not addressed it to us first.

Following our complaints procedure will not prevent you from taking legal action.

Where can I find complaints data?

The CSSF’s activities as regards the out-of-court resolution of complaints are described in the annual report of the CSSF.

Telephone

0330 123 3798

If calling from outside of the UK please call:
+44 1268 464 321

Lines open weekdays 9am-5pm

Email

Email

[email protected]

Address

Threadneedle Investment Services Limited

PO Box 10033
Chelmsford
Essex
CM99 2AL
United Kingdom

Our commitment

We treat any complaints we receive with utmost care. We aim to resolve any complaints as soon as possible and ideally within three days of the complaint being made. If we cannot resolve the complaint within the three day period, we will write to you with details of our process and keep you updated with the outcome.

How long will it take?

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 the 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. The FOS will only investigate your complaint after we’ve had the chance to investigate it.

Who are the Financial Ombudsman Service (FOS) and how do I contact them?

The FOS acts impartially to settle individual disputes between consumers and businesses that provide financial services.
You can contact them at:

Telephone

0800 023 4567 or
0300 123 9123

Address

Post

Exchange Tower
London
E14 9SR

The FOS will need you to complete a form, which you can get from their website: 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.
Please note that both our complaints process and the FOS service are completely free of charge.

Does following your complaints procedure mean that I can’t follow other avenues like the FOS or legal action?

The FOS will only consider you eligible for their service once you have followed our complaints process and received either our final complaint resolution letter, or a letter from us confirming your right to approach the FOS in the unlikely event that we are unable to resolve your complaint within eight weeks. Making a complaint does not affect your right to take legal action.

Where can I find complaints data?

Details of the number of cases referred to the FOS for individual financial businesses can be found at: http://www.financial-ombudsman.org.uk/publications/complaints-data.html
The Financial Conduct Authority (FCA) provides consolidated complaints data from the industry every six months at: https://www.fca.org.uk/firms/complaints-data

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About Us

Millions of people around the world rely on Columbia Threadneedle Investments to manage their money. We look after investments for individual investors, financial advisers and wealth managers, as well as insurance firms, pension funds and other institutions.

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