Contact
Post
Threadneedle Investment Services Limited
International Financial Data Services
49, avenue J. F. Kennedy,
L-1855, Luxembourg
Luxembourg
Telephone
+44 1268 444 321*
* Calls may be recorded.
Fax
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:
Telephone
0800 953 0134, Monday to Friday, 8am to 6pm (GMT)
If calling from outside of the UK please call:
+44 1268 444 321
Threadneedle Investment Services Limited
PO Box 10033
Chelmsford
Essex
CM99 2AL
United Kingdom
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:
Telephone
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Exchange Tower
London
E14 9SR
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 FOS 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.
If you are invested in a Luxembourg SICAV, the following procedure applies:
Complaints procedure
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Threadneedle Management Luxembourg S.A.
Attn. : Complaints Officer
44, rue de la Vallée
L-2661 Luxembourg.
Processing
Escalation
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:
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Commission de Surveillance du Secteur Financier
Département Juridique - Service JUR - CC
283, route d’Arlon
L-2991 Luxembourg
Further information from the CSSF can be found on:
http://www.cssf.lu/en/consumer/complaints/
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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.
Our funds
Columbia Threadneedle Investments has a comprehensive range of investment funds catering for a broad range of objectives.
Our Capabilities
We offer a broad range of actively managed investment strategies and solutions covering global, regional and domestic markets and asset classes.