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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:
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 Financial Ombudsman 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.
If you are invested in a Luxembourg SICAV, the following procedure applies:
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:
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