Feedback & Complaints Policy

Last Updated: 28/02/2024

Threadneedle Finance Limited ("Threadneedle Finance," "we," "us," or "our") is committed to providing high-quality services to our customers. We value your feedback and take complaints seriously. This Feedback & Complaints Policy outlines the procedures for submitting feedback and complaints, as well as how we handle and resolve them.

Feedback

We welcome feedback from our customers as it helps us improve our services. You can provide feedback through various channels, including:

• Email: info@threadneedlefinance.com
• In Writing: Windover House, St. Ann Street, Salisbury, England, SP1 2DR

We strive to acknowledge feedback promptly and take appropriate action to address any concerns or suggestions raised.

Complaints

If you are dissatisfied with any aspect of our services, we encourage you to submit a formal complaint following the process outlined below:

• You can submit a complaint by:
• Email: info@threadneedlefinance.com
• In Writing: Windover House, St. Ann Street, Salisbury, England, SP1 2DR
• Please provide detailed information about your complaint, including relevant dates, individuals involved, and any supporting documentation.
• We will acknowledge receipt of your complaint within 5 business days and provide you with a unique reference number for tracking purposes.
• We will investigate your complaint thoroughly and aim to provide a substantive response within 30 calendar days of receipt. If we require additional time to investigate, we will inform you of the delay and provide an estimated timeframe for resolution.
• Throughout the investigation process, we may need to contact you for additional information or clarification. We appreciate your cooperation in providing timely responses.

Escalation

If you are not satisfied with the resolution of your complaint, you may escalate it to the following external authority:

• Financial Ombudsman Service (FOS):
• Website: https://www.financial-ombudsman.org.uk/
• Phone: 0800 023 4567 or 0300 123 9123
• Address: Financial Ombudsman Service, Exchange Tower, London, E14 9SR.

Please note that you must give us the opportunity to address your complaint internally before escalating it to external authorities.

Record Keeping

We maintain records of all feedback and complaints received, including details of the issues raised, actions taken, and resolutions provided. These records are kept confidential and used for internal purposes only, such as monitoring trends, identifying areas for improvement, and ensuring compliance with our policies and regulatory requirements.

Contact Us

If you have any questions or concerns about our Feedback & Complaints Policy, please contact us at:

Address: Threadneedle Finance Limited,  Windover House, St. Ann Street, Salisbury, England, SP1 2DR

Email: info@threadneedlefinance.com

We appreciate your feedback and are committed to resolving any complaints in a fair, transparent, and timely manner.

By submitting feedback or a complaint to Threadneedle Finance, you consent to the collection, use, and disclosure of your personal information as necessary for the resolution of your feedback or complaint.