CCLA’s complaints policy has been produced in line with Financial Conduct Authority (FCA) rules regarding complaints handling and resolution.

This policy covers the following regulated entities (CCLA):

• CCLA Investment Management Limited
• CCLA Fund Managers Limited

This policy sets out how we will deal with complaints promptly and fairly under our regulatory obligations to our clients.

A complaint is defined as any oral or written expression of dissatisfaction from or on behalf of a person about the provision of, or failure to provide, a financial service or a redress determination, which alleges that the complainant has suffered or may suffer financial loss, material distress or material inconvenience.

What this complaints policy covers

This policy covers how complaints are dealt with in relation to the regulated services provided by CCLA, and how complaints should be made about the services offered by CCLA. All complaints will be dealt with promptly in line with the procedures set out below.

Making a complaint

Complaints may be made free of charge to CCLA by the following means: 

• By telephone: 0800 022 3505 
• By email: clientservices@ccla.co.uk 
• In person to your client relationship manager or our Client Services team
• In writing to our address below: 

CCLA
Head of Client Services
Senator House
85 Queen Victoria Street
London
EC4V 4ET 

Please provide us with your name, address, contact telephone number and account reference number together with full details of your complaint.

Upon receipt of a complaint, CCLA will issue a prompt acknowledgment letter.

An individual within CCLA with sufficient experience, competency and authority will be nominated to investigate the complaint. This individual will be responsible for ensuring that your complaint is recorded and handled promptly. 

Within four weeks of the complaint, CCLA will send the complainant either a final response or a further holding response, explaining why it is unable to provide a final response. 

In the unlikely event that CCLA cannot send a final response to the complainant within eight weeks of the complaint, it will provide a further holding response that stipulates the reasons for the further delay and indicates when it expects to provide a final response. 

CCLA will provide any complainant with fair compensation for any acts or omissions for which it is responsible and comply with any consequent offers of redress that the complainant accepts. 

In case the complainant is not satisfied by our final response it will be escalated to someone else with higher standing that will not have been involved in the original matter.

The Financial Ombudsman Service

A complainant may also have the right to take civil action or complain to the Financial Ombudsman Service if they are not satisfied by our final response. We will send an explanatory leaflet about the Financial Ombudsman Service within eight weeks of receipt of the complaint or with our final response. The complainant may have a right of complaint to the Financial Ombudsman Service within six months from the date of the final response letter. 

The Financial Ombudsman Service can be contacted at: 

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone: 0800 023 4567 and 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

We take confidentiality and data protection seriously. All information will be kept fully confidential in line with our data protection policies, and only be accessed by the relevant people involved in assessing the complaint.

Ongoing services and support from CCLA will not be compromised by making a complaint.

Responsibility and review

The Compliance team maintains the complaints register and all complaint data is submitted to Audit and Risk Committee for review.

Further questions

Should you require further clarification of our complaint handling procedure, please contact us using the details provided above. 

May 2022