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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
6E, route de Trèves, L-2633,
Senningerberg,
Grand Duchy of 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.

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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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