At Allianz Global Investors, we aim to provide our investors with a high standard of service. Unfortunately, however, from time to time we make mistakes which may give rise to a complaint. When this happens we want to know as soon as possible so we can quickly put things right.
This page explains what you can expect to happen once we have received your complaint.
We will ensure that your complaint is dealt with fairly, consistently and promptly. We will investigate your complaint thoroughly and let you know our findings. Our aim is to resolve your complaint as quickly as possible and tell you what we’ve done about it. Your telephone calls may be recorded for regulatory and service requirement
If you want to make a complaint you can do so in writing or by telephone.
Telephone Number: 0800 389 4696
Within five working days of receiving your complaint, Allianz Global Investors will acknowledge its receipt and, where possible, a substantive response will be provided. The person responsible for handling your complaint will be identified as your contact.
If we have been unable to resolve your complaint within five working days, we will write to you again within 4 weeks of receiving your complaint with a substantive response, or explaining why we have not been able to resolve the complaint and let you know when we expect to contact you again.
At the end of eight weeks, after the original complaint has been received, you should have received a final response. If we are still not in a position to supply this, reasons for the delay and an indication of when we expect to be able to provide a response will be sent to you. You may refer the complaint to the Financial Ombudsman Service and we will provide you with a copy of their explanatory leaflet at this time.
Your complaint must be referred to the Financial Ombudsman Service within six months of the date when our final response is sent to you. Please note that not all investors will be eligible to refer a complaint to the Financial Ombudsman Service.