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.
Our commitment to you
At Schroders Investment Management Limited (FSP number 48998), each client is important to us and we believe you have the right to a fair, swift and courteous service at all times.
Sending a complaint to Schroders
You may send a complaint via email, to the following address: complaintssa@schroders.com. Once we are in receipt of your complaint, we will deal with it promptly, effectively and in a positive manner.
Handling complaints – what to expect?
- We will acknowledge your complaint within 5 working days of receipt of your complaint.
- We will investigate your complaint and endeavour to send a final response to you within 3 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time we will send you an update.
- We will endeavour to send a final response to you within 6 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time frame, we will write to you explaining why and advise you when you can expect a final response.
- If more than 6 weeks from the date of your complaint has passed and you haven’t received a final response, or you are dissatisfied with the final response you have received (at any stage of the process) you can write to: FAIS Ombud, info@faisombud.co.za, https://www.faisombud.co.za/, 012 762 5000.