Contact

Contact
Meet the team
How to make a complaint
Find out more

Zürich​

Telephone

+41 43 502 0300
 

Email

[email protected]

Post

Threadneedle Portfolio Services AG
Claridenstrasse 41
8002 Zürich

Fax

+41 44 208 3500

Genève

Telephone

+41 22 545 03 61
 

Email

[email protected]

Post

Threadneedle Portfolio Services AG
Quartier des Banques
Place de la Synagogue 5
1204 Genève
Switzerland

Switzerland contacts

Eva-Maria Hintner
Eva-Maria Hintner
Country Head Switzerland
[email protected]
+41 43 502 03 01
Eva-Maria Hintner
Eva-Maria Hintner
Country Head Switzerland
Armin M. Prinz
Sales Director
[email protected]
+41 43 502 03 08
Armin M. Prinz
Sales Director

Armin Prinz is Sales Director, covering institutional and wholesale client relationships in Switzerland and Liechtenstein within the Zurich based Distribution Team. Armin joined Columbia Threadneedle Investments in 2021. Previously, Armin worked in the Relationship Management Team of T. Rowe Price in Zurich. Before that, he had worked as a Sales Director at Franklin Templeton Investments, mainly covering institutional client relationships and global strategic partnerships. Prior to that, he worked at Deutsche Bank, where he was responsible for the distribution of investment funds for private wealth managers in Central Europe, Middle East and Eastern Europe. Armin holds a master’s degree in economics from the University of Zurich. He also earned a diploma as Fund Officer IAF at the Fund Academy in Zurich and a diploma in International Fund Strategies at the Liechtenstein University of Applied Sciences. Armin is a Certified European Sustainable Investment Advisor.

Philippe Havlik
Philippe Havlik
Sales Director
[email protected]
+41 22 545 03 61
Philippe Havlik
Philippe Havlik
Sales Director

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:

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.
Silhouette/joe_bloggs
Simon Manning
Complaints Officer
Cannon Place, 78 Cannon Street London EC4N 6AG
+44 (0) 207 464 5458
Silhouette/joe_bloggs
Simon Manning
Complaints Officer

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, the following procedure applies:

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:

Post

Threadneedle Management Luxembourg S.A.
Attn. : Complaints Officer
6E, route de Trèves, L-2633,
Senningerberg,
Grand Duchy of Luxembourg

Email

[email protected]

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:

Post

Commission de Surveillance du Secteur Financier
Département Juridique – Service JUR – CC
283, route d’Arlon
L-2991 Luxembourg

Email

[email protected]

Fax

+352 26 25 1- 2601

Further information from the CSSF can be found on: https://www.cssf.lu/en/customer-complaints/

Columbia Threadneedle Fund Management Limited

Telephone

*Please note calls are recorded.

0330 123 3798 from United Kingdom

+44 1268 443 902 from overseas

Email

[email protected]

Post

Columbia Threadneedle Fund Management Limited,
PO Box 9040,
Chelmsford,
Essex,
CM99 2XH

Threadneedle Investment Services Limited

Telephone

*Please note calls are recorded

0800 953 0134 from United Kingdom

+44 1268 464 321 from overseas

Email

[email protected]

Post

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

Fax

0330 123 3755 from United Kingdom

0044 1268 457731 from overseas
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

+44 20 7964 0500

Post

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.

Market Soundings

For any query related to market soundings please contact the following in the first instance:
Silhouette/joe_bloggs
Neil Barden
Senior Compliance Manager – Investments (EMEA)
[email protected]
+44 (0)20 7464 5496
Silhouette/joe_bloggs
Neil Barden
Senior Compliance Manager – Investments (EMEA)

About us​

We invest to make a difference in your world, and the wider world. Millions of people rely on us to manage their money and invest for their future.

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.