Complaints process
At Allianz Global Investors, we aim to provide our investors with a high standard of service. However, from time to time we make mistakes which may give rise to a complaint. If this happens we would want to be contacted 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
Where to start
If you want to make a complaint you can do so in writing or by telephone. Please provide your account number when contacting us.
Open Ended Investment Companies (OEICs):
Allianz Global Investors Investment Fund Administration
PO Box 9031
Chelmsford
CM99 2WN
Telephone Number: 0800 073 2001
Allianz Global Investors (all other products):
Investor Services
Allianz Global Investors UK Limited
199 Bishopsgate
London EC2M 3TY
Email: investor.services@allianzgi.co.uk
What happens next?
Within five working days of receiving your complaint, Allianz Global Investors will acknowledge its receipt and, where possible, a substantive response will be provided.
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.
For AllianzGI funds which are domiciled in Luxembourg and are authorised by the Commission de Surveillance du Secteur Financier (CSSF), these funds are recognised in the UK under the Overseas Funds Regime (OFR) but are not UK authorised funds. The funds are managed by Allianz Global Investors GmbH which is domiciled in Germany and is authorised by Bundesanstalt für Finanzdienstleistungsaufsicht (www.bafin.de). The Financial Ombudsman Service is unlikely to be able to consider complaints related to the scheme, its operator or its depositary. Investors in the United Kingdom can submit a complaint about any of the Funds, the Management Company, or the Depositary to the Facilities Agent (Allianz Global Investors UK Limited). A copy of the Management Company’s complaints process leaflet is available on request from the Facilities Agent. Please see the prospectus of the relevant Fund for information on applicable alternative resolution schemes applicable to UK Investors. Any claims for losses relating to the operator and the depositary of the scheme are unlikely to be covered under the UK’s Financial Services Compensation Scheme. Neither the Management Company nor any of the recognised schemes participates in a compensation scheme. The Depositary participates in compensation schemes and Investors may potentially be able to claim compensation if the Depositary was unable to meet its obligations to return money to the Investor. A prospective investor should consider getting financial advice before deciding to invest and should see the prospectus of the Fund for more information. For a free copy of the sales prospectus, incorporation documents, daily fund prices, Key Investor Information Document, latest annual and semi-annual financial reports, or a complete list of OFR Funds, contact the Facilities Agent or the issuer at the addresses indicated at Allianz Global Investors | Regulatory . Please read these documents, which are solely binding, carefully before investing.
