Complaint Handling Guidelines

Making a complaint

Whilst our aim is to provide a high level of service to our customers, we accept that sometimes, we may not meet your expectations. If you have experienced poor service, we would like to know so that we can deal with your complaint as quickly as possible.

Our policy (which is available on request) explains what you need to do and what you can expect from us in these circumstances. The steps below summarise our policy.

If you are a potential, current or previous customer with MS Amlin Investment Management and are unhappy with any aspect of our service you can make a complaint to us using the contact details below. We take all client complaints very seriously and have a robust complaint handling process that ensures your complaint is handled fairly and promptly. This process is free of charge.

What information do you need to deal with my complaint?

You can complain to us by phone, post or email. To help us investigate your complaint as quickly as possible, where you can please provide the following information when you contact us:

• Your name, address and, where applicable, your account number or any other reference numbers you have

• Details regarding your complaint, including any relevant dates where you have them

• What you would like us to do to correct this

• Any relevant documents to support your complaint.

Handling your complaint

You should make your complaint to your usual contact, typically in the Investor Relations team.  Once received, your complaint will be recorded and assigned to the Compliance team. They will investigate your complaint, review the history of your account and the events that have occurred resulting in your dissatisfaction.

Communication from us

We will acknowledge your complaint by letter within 3 business days after the complaint is made. We aim to reply to you with the results of our investigation as soon as possible, but sometimes, the investigation can take longer. We will keep you updated on progress whilst we continue to investigate your complaint.

We expect to complete our investigation within 4 weeks of receiving your complaint; however, if we cannot complete the investigation within 4 weeks, we will write to you explaining the delay. Our Compliance team will aim to provide a full and comprehensive resolution no later than 8 weeks after your complaint is raised. However, if we are unable to resolve your complaint within this timescale, we will write to you confirming this. After full investigation, if we determine that we are at fault, we will agree a resolution with you. If we do not believe we are at fault, we will explain the reasons why.

Next Steps

Should you remain unhappy with our final resolution or in the instance where we cannot resolve your complaint within 8 weeks, and provided that you are an eligible complainant, you have the right to refer your complaint onto the Financial Ombudsman Service. This is a free and independent service that settles complaints between customers and businesses. They will investigate your complaint and work with us to resolve it fairly and impartially. If you wish to refer your complaint onto the Financial Ombudsman Service, you should complete this referral within 6 months of our final resolution letter.

Please see the below for useful contact details.