Resolving your concerns – a guide to our complaints process

If you have concerns about any aspect of the service you’ve received from Columbia Threadneedle, you can contact us by post, telephone or email. Please get in touch using the contact details on your most recent statement or other correspondence from us – see ‘How do I find the right contact details?’ 

If you’re still not sure what part of Columbia Threadneedle your investment is held with, or you’re contacting us on behalf of someone else, you can get in touch using one of the methods below: 

Post: 

Columbia Threadneedle Fund Management Limited 

PO Box 9040, Chelmsford, Essex, CM99 2XH 

Telephone: 

0330 123 3798 (from UK) 

+44 1268 464 321 (from overseas) 

9am – 5pm weekdays, calls may be recorded or monitored for training and quality purposes 

Email: 

[email protected] 

Please provide us with the following information when you contact us: 

• Your full name, address, telephone number and email address if applicable 

• Account number/reference 

• Full details of your complaint/concerns 

You can find contact details on your most recent statement – we send them at least twice a year. For Investment Trust Savings Plans (Columbia Threadneedle Management Limited) we send statements four times a year, as at 31 March, 30 June, 30 September and 31 December and you’ll always find the contact details on your statement. 

For OEIC and Unit Trust investments with Columbia Threadneedle Fund Management Limited, we send statements twice a year, as at 28/29 February and 31 August, and for OEIC and Unit Trust investments with Threadneedle Investment Services Limited, we send statements as at 5 April and 5 October each year.  

If you’re still not sure what part of Columbia Threadneedle your investment is held with, or you’re contacting us on behalf of someone else, you can get in touch using one of the methods below: 

Post: 

Columbia Threadneedle Fund Management Limited 

PO Box 9040, Chelmsford, Essex, CM99 2XH

Telephone: 

0330 123 3798 (from UK) 

+44 1268 464 321 (from overseas) 

9am – 5pm weekdays, calls may be recorded or monitored for training and quality purposes 

We aim to resolve your concerns within a few days of you first contacting us. Where for any reason, we’re not able to do so, we’ll: 

• Send an acknowledgement within five business days; 

• Keep you informed of progress while investigating your complaint; 

• Send either a full response or a formal written update within four weeks; and 

• Within eight weeks from receipt of your complaint, either send a full and final response, or provide you with an update and next steps if our investigation isn’t complete 

Please let us know – we’ll do what we can to clear up any remaining concerns.  

If we can’t resolve your complaint within the eight-week period, or you are dissatisfied with our final response, you may have the right to refer your complaint to the Financial Ombudsman Service, free of charge, but you must do so within six months of the date of our final response to you. 

If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances. 

Please bear in mind that the Ombudsman will only consider your complaint once you’ve given us the chance to fully investigate the circumstances and respond to you. We’ll send a formal guide to the Ombudsman Service, if applicable, along with our final response.  

You’ll find details of the Ombudsman’s service here. 

You can find more information about the service and next steps (under ‘Taking your complaint further’ here.)