Reportable Complaints & Process
The Financial Services Authority (FSA) requires firms to publish information on how they handle complaints, to help people see how firms are performing in this important area and to drive up complaints handling standards across the industry.
Firms that receive 500 or more FSA reportable complaints in a six month period will have to publish the following information twice a year:
- How many complaints they have opened and closed;
- The percentage closed within eight weeks; and
- The percentage of complaints upheld.
Threadneedle is pleased to state that it does not have to report under the above guidelines.
However, should you have an OEIC or Unit Trust related complaint please address it to:
Threadneedle Client Services
PO Box 1331
Holbrook House
Station Road
Swindon SN1 1HH
Tel: +44 (0) 1793 363 900
Should you have a SICAV Threadneedle (Lux) related complaint please address it to:
Carmel McGovern
Threadneedle Management S.A.
69, route d'Esch
L-1470 Luxembourg
Grand Duchy of Luxembourg
Tel: 00 352 471754 249
For a Threadneedle Stakeholder or Personal Pension complaint please address it to:
The Compliance Officer
Threadneedle Pensions Limited
60 St. Mary Axe
London
EC3A 8JQ
For an Institutional complaint please address it to:
Andrew Nicoll
Head of Client Service
60 St. Mary Axe
London
EC 3A 8JQ
Tel: 0207 464 5918
For all other complaints please refer to your product offering documentation - ie the Prospectus or Key Features Document for relevant details.
Please note that the above data is correct as at 31 August 2010
Details of the number of cases referred to the Financial Ombudsman for individual financial businesses can be found at:
http://www.financial-ombudsman.org.uk/publications/complaints-data.html
The FSA provide consolidated complaints data from the industry every six months at:
http://www.fsa.gov.uk/Pages/Library/Other_publications/commentary/index.shtml
