Contact

Zürich

Address

Post

Threadneedle Portfolio Services AG
Claridenstrasse 41
8002 Zürich

Telephone

+41 43 502 0300
 

Print-Fax
Email

Genève

Address

Post

Threadneedle Portfolio Services AG
Rue du Commerce 4
1204 Genève

Telephone

+41 22 591 7908
 

Email

Switzerland contacts

Eva-Maria Hintner
Country Head Switzerland
Michael Maeder
Sales Director – Financial Institutions
Benjamin Boyer
Sales Director – Financial Institutions
Abigail Ayodele
Client Services Associate
Eva-Maria Hintner
Country Head Switzerland
Michael Maeder
Sales Director – Financial Institutions
Benjamin Boyer
Sales Director – Financial Institutions
Abigail Ayodele
Client Services Associate

How to complain

These are details on how to make a complaint to Columbia Threadneedle Investments for institutional investors only. If you’re a private investor please contact our Client Service Desk on 0800 953 0134.

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:

Contact your client service representative

The process to raise complaints may be dealt with in the relevant section of your Investment Management Agreement.

You may contact your usual client service representative who will seek to address your complaint as soon as possible.

Contact the Head of Client Services EMEA

Head of Client Services: Dei McLaughlin
Cannon Place, 78 Cannon Street
London EC4N 6AG
Tel: +44 (0) 207 464 5668

Process

We aim to acknowledge complaints within 24 hours of receipt and provide you with a copy of the Columbia Threadneedle Investments complaint handling procedures within 5 working days. We aim to resolve your complaint within 3 working days. If we cannot resolve your complaint within 3 working days, your complaint will be escalated to the Direct Complaints Review Group. The Direct Complaints Review Group will convene to discuss the response and agree a proposed solution. If you do not accept a proposed resolution, the matter will be escalated to the Columbia Threadneedle Investments Complaints Officer. All complaints will be tracked until your complaint has been satisfied. This does not affect any other legal or statutory rights.

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, 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

Print-Fax

Further information from the CSSF can be found on:
http://www.cssf.lu/en/consumer/complaints/

Market Soundings

For any query related to market soundings please contact the following in the first instance:

Neil Barden
Senior Compliance Manager – Investments (EMEA)
Samuel North
Senior Compliance Advisor – Investments (EMEA)
Neil Barden
Senior Compliance Manager – Investments (EMEA)
Samuel North
Senior Compliance Advisor – Investments (EMEA)

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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.

Funds and Prices

Columbia Threadneedle Investments has a comprehensive range of investment funds catering for a broad range of objectives.

Investment Capabilities

Our investment approach is active, client-focused and performance driven. We have built investment capabilities in areas where we have proven expertise, using investment processes that we believe are both repeatable and scalable.