Complaints policy

How to complain

CCLA is committed to ensuring that we provide products and services that meet our clients’ requirements. We will provide fair compensation for any acts or omissions we are responsible for.

If you have suffered (or may suffer) financial loss, distress, inconvenience or are otherwise dissatisfied about our funds, services or how we have treated you, please contact us and let us know.

Please remember, the value of investments can go down as well as up.

This policy covers the funds and services provided by CCLA:

  • CCLA Investment Management Limited
  • CCLA Fund Managers Limited

How to make a complaint

You can make a complaint free of charge to CCLA by the following means: 

Head of Client Services
One Angel Lane

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

How we will handle your complaint

Upon receipt, we will assign an individual within CCLA with sufficient experience, competency and authority to investigate your complaint. This individual will be responsible for ensuring that your complaint is recorded, handled and investigated promptly. 

If we are, or consider that we will be, unable to complete our investigation of your complaint within three business days we will send you an acknowledgment letter confirming receipt of your complaint.

We would expect to be able to complete our investigation into your complaint within four weeks of receipt. By the end of four weeks, we will send you either a final response to your complaint or explain why we have been unable to provide a final response. 

In the unlikely event that we cannot send a final response to you within eight weeks, we will advise you of the reasons why and tell you when we expect to be able to provide a final response. We will also inform you that if you are not satisfied with our explanation then you may refer the matter to the Financial Ombudsman Service (see below). 

Our response to your complaint

When we have completed our investigation, we will send you our final response.

Our final response will set out one of three alternatives:

(a) we will accept your complaint and, where appropriate, offer redress or remedial action; or

(b) we will offer redress or remedial action without accepting the complaint; or

(c) we will reject the complaint and explain why we are doing so

Our final response will also advise you that if you are dissatisfied with our response that you can refer the matter back to us, in which case your complaint will be reviewed by persons that will not have previously been involved with your complaint or the investigation of your complaint.

We will also advise you that if you are dissatisfied with our response (and do not wish to refer the matter back to us) that you may refer the matter to the Financial Ombudsman Service (see below) and enclose a copy of the Financial Ombudsman Service’s standard explanatory leaflet.

The Financial Ombudsman Service

The Financial Ombudsman Service is a free and easy-to-use service that settles complaints between consumers and businesses that provide financial services. They resolve disputes fairly and impartially and have the power to put things right.

If you are not satisfied by our final response, you can refer the matter to the Financial Ombudsman Service. If you wish to refer your complaint to the Financial Ombudsman Service you must do so within six months from the date of our final response letter. 

The Financial Ombudsman Service can be contacted at: 

The Financial Ombudsman Service
Exchange Tower
E14 9SR

Telephone: 0800 023 4567 and 0300 123 9123

Confidentiality and data protection

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.

Further questions

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

June 2023