Complaints

If you are a direct customer of Canada Life Asset Management Limited (CLAM) where CLAM is the appointed investment manager to a portfolio or segregated mandate and are unhappy with the service CLAM has provided you should follow the process noted below.

In the first instance we would encourage you to raise your concern with your respective relationship manager or main point of contact at CLAM who will endeavour to resolve the matter. However, if you wish to make a formal complaint, it can be made to the following:

Investment Governance Team
Canada Life Asset Management Limited
Level 37
22 Bishopsgate
London
EC2N 4BQ
Email: investmentgovernance@canadalife.co.uk

We will acknowledge receipt of your complaint within five business days, either by email or letter. Whenever a complaint is made we will aim to investigate the matter as quickly as possible. However,  some complaints can take time to investigate and we will write or email you at least every four weeks to update you on our progress in resolving your complaint. Once we have fully investigated the complaint we will issue a Final Response Letter, which will be sent within eight weeks. If after receiving our final response, you remain dissatisfied, then you have the right to refer the matter to an appropriate third party or regulatory authority.

If you are classified as a small or medium sized enterprise (SME) with an annual turnover below £6.5m and fewer than 50 employees, or a balance sheet below £5m you are able to refer unresolved complaints to the Financial Ombudsman Service. You can find further details of this service at their website https://www.financial-ombudsman.org.uk

 

Canada Life Asset Management Limited, registered in England and Wales with registration no. 3846821. Registered office: Level 37, 22 Bishopsgate, London EC2N 4BQ. Canada Life Asset Management Limited is authorised and regulated by the Financial Conduct Authority.