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 Limited
1 Paddington Square,
Please include the following in your communication:
- Name and contact details of the complainant;
- 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 your complaint relates to the Distributor or another intermediary that is authorised in the UK, you may be entitled to refer it to the following:
Financial Ombudsman Service Ltd
South Quay Plaza,
183 Marsh Wall,