As we value your support as a client, we place a strong emphasis on maintaining a long-term relationship with you that is open, trustworthy, transparent and fair. In view of this, we encourage you to address your complaints, queries and concerns to us on:

Investec Asset Management has a formalised complaints procedure to ensure the issue is resolved timeously and to your satisfaction.

The complaints procedure is as follows:

1. All complaints must be submitted in writing to ensure that we have the correct details and that the procedure is managed efficiently and effectively.
2. Written acknowledgement of our receipt of your complaint will be sent to you within three working days.
3. We undertake to evaluate all complaints equitably and will respond to your complaint as soon as we have completed our investigation.
4. All written complaints received will be reviewed and dealt with by the Complaints Officer in a professional and proficient manner.
5. Every effort will be made to respond to your complaint within 20 working days.
6. If a complaint is not resolved to your satisfaction, you are entitled to contact the relevant Ombud to adjudicate the matter. Depending on the product you are invested in, and the industry concerned, you may contact one of the following Ombuds offices: