This complaints procedure applies to KBI Global Investors Ltd and KBI Global Investors (North America) Ltd (collectively referred to as “KBI Global Investors”).
KBI Global Investors ("KBIGI") is committed to delivering a high level of service to all its clients. However, KBIGI realises there could be times when you may want to make a complaint. KBIGI takes all complaints extremely seriously and does its best to resolve them satisfactorily as quickly as possible.
How can you make a complaint?
You can make a complaint by phone, email, fax, post or in person. You may contact your Client Relationship Manager or the general office.
2 Harbourmaster Place
IFSC, Dublin 1, Ireland
|TEL: +353 (1) 438 4400
FAX: +353 (1) 439 4400
Acknowledging your complaint
KBIGI will acknowledge your complaint in writing within five working days of receiving it. In some cases KBIGI will have had enough time to look into the matter and see what has gone wrong. If so, KBIGI will give you a full response in this letter.
Complaints that need further investigation
If KBIGI does not reach a decision in time to include it in your acknowledgement letter, KBIGI will continue to investigate the complaint. At this stage KBIGI will provide you with the name of the individual who is your point of contact in relation to the complaint.
KBIGI will attempt to resolve the complaint within 20 working days. If not resolved within this time period, KBIGI will send you progress letters every 20 working days until KBIGI deems the complaint is resolved. KBIGI will aim to resolve the complaint within 40 business days and if not resolved within this timeframe, KBIGI will inform you of the anticipated timeframe within which KBIGI hopes to resolve the complaint.
If the complaint is not resolved within 40 working days or if you are not satisfied with the outcome of your complaint, you may refer your complaint to the Financial Services Ombudsman or Pensions Ombudsman if you are based in Ireland, or to your local ombudsman if not based in Ireland.