Complaints handling

What should you do if you have a complaint?

At Schroders, we strive for the highest standards for all of our clients. However, there may be times when mistakes are made, which may give rise to a complaint. All complaints are taken very seriously and we have a complaints handling policy and procedure in place to ensure that your complaint is handled promptly, thoroughly and impartially.

Sending a complaint to Schroders

You may send a complaint via email, to the following address: EUSIM-Compliance@Schroders.com

Handling complaints – what to expect?

Within 24 hours of receipt of your compliant, we will send you a written acknowledgement, containing the name and job title of the person handling your complaint.

Schroders undertakes to ensure that your complaint is thoroughly investigated and a final response is sent to you within one month from the date we received your complaint. However, if a final response cannot be provided within this timeframe, we will inform you of the reasons for the delay and set out a new timeline.

Should you wish to escalate your complaint, you may do so by sending a communication to:

Mr Finbarr Browne, CEO of Schroder Investment Management (Europe) S.A. by email to Finbarr.browne@schroders.com, or by post to the following address:

Schroder Investment Management (Europe) S.A.

5, Rue Hoehenhof

L-1736 Senningerberg

Luxembourg

If you are not satisfied with our response, you are entitled to refer the matter to the Luxembourg Regulator, Commission de Surveillance du Secteur Financier (CSSF) within one year of filing the initial complaint with Schroders. The contact details of the CSSF are:

Commission de Surveillance du Secteur Financier

Département Juridique CC

283, route d’Arlon

L-2991 Luxembourg

Tel:         (+352) 26 25 1 – 2904

Fax:        (+352) 26 25 1 – 2601

Email:    reclamation@cssf.lu

https://www.cssf.lu/en/customer-complaints/#how-to-submit-a-complaint-to-the-cssf

You can also download a copy of the CSSF’s Out-of-Court Resolution of Complaints Regulation at the following address:

https://www.cssf.lu/wp-content/uploads/RCSSF_No16-07eng.pdf

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Schroders (Bermuda) Limited is an indirect wholly-owned subsidiary of Schroders plc and is licensed to conduct Investment Business by the Bermuda Monetary Authority.