The sustainable investor for a changing world

Complaints management policy

We place considerable importance on providing our clients with the highest level of service.  However, we understand there may be times when we do not meet your expectations. If you are dissatisfied with the service we’ve provided, please contact us using the details below:

In writing: 

Complaint Management
Compliance Department
BNP Paribas Asset Management UK Limited
5 Aldermanbury Square
London, EC2V 7BP

Telephone: 020 7063 7151

We will acknowledge your complaint in writing within 5 working days after receiving it. If in some cases we have had sufficient time to look into the matter and investigate what’s wrong, we will provide you with a full response in this letter.

No later than eight weeks after we have received your complaint we will send you a final response.

If we cannot send you a final response within eight weeks we will explain why we are not yet in a position to do so and tell you when we will next contact you. When we send you a letter to say we have dealt with your complaint, we will give the reasons for any decisions we have come to.

If we have reasonable grounds to believe that another party may be solely or jointly responsible for the issue alleged in the complaint, we may forward your complaint, or the relevant part of it, in writing to that other party. If this is the case, we will inform you of this decision in our response, the reason why it is has been forwarded either completely or partly and the other party’s contact details.

If your complaint falls within the jurisdiction of the Financial Ombudsman Service and you are unhappy with our final response, you may be entitled to refer your complaint to the Financial Ombudsman Service :

Financial Ombudsman Service
Exchange Tower
London E14 9SR

Telephone: 0800 023 4567 or 0300 123 9123