Contact

For more information about Columbia Threadneedle Investments or our products please contact your adviser or our Client Service Desk:

OEICs

Opening times: 8am-6pm UK time
Address

Post

Threadneedle Investment Services Limited
PO Box 10033
Chelmsford
Essex
CM99 2AL
United Kingdom

Print-Fax

Telephone

0800 953 0134*
 
If you are located outside of the UK, please call us on +44 1268 444 321.

Email

Email

[email protected]

Please note: We do not accept trading instructions or valuation requests via email. Please call us on 0800 953 0134* if you would like to trade or request a valuation.

SICAVs

Please contact Customer Services:
Address

Post

International Financial Data Services
47, avenue J. F. Kennedy
L-1855, Luxembourg
Luxembourg

Print-Fax

Telephone

+352 46 40 10 7190*
 
If you are located outside of the UK, please call us on +44 1268 444 321*

Email
* Please note calls may be recorded.

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.

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
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:
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

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

Complaints procedure

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:
Email
Address

Post

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

Processing

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.

Escalation

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:

Address

Post

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/

You may also like

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.

MyThreadneedle

Access educational materials and manage your investments with us through our online service, myThreadneedle. It provides instant password protected access to your investments with us, 24 hours a day, at a time convenient for you.

Types of investment

We offer a broad range of actively managed investment strategies and solutions covering global, regional and domestic markets and asset classes.