Contact | Columbia Threadneedle Investments

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

For Luxembourg SICAVs

Telephone

0800 953 0134, Monday to Friday, 8am to 6pm (GMT)

If calling from outside of the UK please call:
+44 1268 444 321

Email

[email protected]

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

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