Complaints handling process
At Capital Group we aim to help people reach their financial goals by providing them with superior client services. We accept that complaints provide an opportunity to reassess certain processes and adapt or improve them to obtain an increased level of client satisfaction. Therefore, we have a complaints’ handling policy in place to ensure all clients’ complaints are handled in a proper manner and are afforded the correct level of attention. For purposes of this process, a “client” is defined as an investor that receives discretionary portfolio management services or investment advice from Capital Group or a shareholder in a Capital Group Luxembourg registered fund (SICAV).
If you have a complaint
We will acknowledge every complaint made by a client in writing within a period which shall not exceed 10 business days after our receipt of the complaint.
We will answer the complainant, in writing, telephone call or in person, without undue delay, in a period which shall not exceed one month after the date we provide written acknowledgement to the complainant of receipt of his or her complaint.
Suspected Fraudulent Activity
Please be aware that Capital Group and our related entities will never ask you to provide personal or sensitive information via email. Please do not respond to, or interact with, phone calls, text, letters, social media, or email messages claiming to be from Capital Group that seem suspicious or unfamiliar. If you suspect fraudulent activity, please forward the information to us at InformationSecurity@capgroup.com
All communications should be addressed to the Complaints Manager at:
Capital International Management Company S.àr.l.,
37A, avenue John F. Kennedy,
Please include the following in your communication:
- Name and contact details of the client;
- Role of the client (e.g. accountholder or representative of client, lawyer etc.);
- Involved account number(s), if any;
- Information pertaining to the complaint (detailed description of the facts underlying the complaint);
- Copies of any supporting evidence (documents, correspondence), if any.
In the event you find the response unsatisfactory, or you have not received a response within one month, you are entitled to pursue the out-of-court complaint resolution procedure at the CSSF. You can send your complaint to the following address as long as you are within one year of filing your complaint:
Commission de Surveillance du Secteur Financier
Département Juridique CC
283, route d’Arlon
Tel: (+352) 26 25 1 – 2904
Fax: (+352) 26 25 1 – 2601
You can access a copy of the CSSF Regulation N° 16-07 which details the out-of-court process at the following address: https://www.cssf.lu/wp-content/uploads/RCSSF_No16-07eng.pdf