Complaints
Canada Life Asset Management is the brand for investment management activities undertaken by Canada Life Asset Management Limited, Canada Life Limited and Canada Life European Real Estate Limited.
At Canada Life Asset Management we always try to provide a high standard of service, but there may still be times when you are unhappy.
Canada Life Limited, Life and Pension Funds
If you are an investor in or a Financial Adviser who has clients invested in, one of the Canada Life, life or pension funds then you should direct your complaint to Canada Life Limited.
The contact details are as follows:
Telephone:
0345 606 0708 between 9am and 5pm, Monday to Friday.
Email:
customer.services@canadalife.co.uk
Post:
Customer Services, Canada Life Limited, Canada Life Place, Potters Bar, Herts EN6 5BA
Canada Life Limited will deal with your complaint and inform you of how they will handle it.
WS Canlife OEIC Funds
If you are an investor in, or a Financial Adviser who has clients invested in, one of the WS Canlife OEIC funds where Canada Life Asset Management Limited is the appointed investment manager then you should direct your complaint to Waystone Management (UK) Limited.
The contact details are as follows:
Waystone Management (UK) Limited, PO Box 389 Unit 1, Roundhouse Road, Darlington, DL1 9UE
Telephone:
0345 922 0044 or +44 (0)113 467 4000 if outside the UK
Email:
wtas-investorservices@waystone.com
Direct customers of Canada Life Asset Management Limited
If you are a direct customer of Canada Life Asset Management Limited (CLAM) where CLAM is the appointed investment manager to a portfolio or segregated mandate and are unhappy with the service CLAM has provided you should follow the process noted below.
In the first instance we would encourage you to raise your concern with your respective relationship manager or main point of contact at CLAM who will endeavour to resolve the matter. However, if you wish to make a formal complaint, it can be made to the following:
Investment Governance Team
Canada Life Asset Management Limited
Level 37
22 Bishopsgate
London
EC2N 4BQ
Email: investmentgovernance@canadalife.co.uk
We will acknowledge receipt of your complaint within five business days, either by email or letter. Whenever a complaint is made we will aim to investigate the matter as quickly as possible. However, some complaints can take time to investigate and we will write or email you at least every four weeks to update you on our progress in resolving your complaint. Once we have fully investigated the complaint we will issue a Final Response Letter, which will be sent within eight weeks. If after receiving our final response, you remain dissatisfied, then you have the right to refer the matter to an appropriate third party or regulatory authority.
If you are classified as a small or medium sized enterprise (SME) with an annual turnover below £6.5m and fewer than 50 employees, or a balance sheet below £5m you are able to refer unresolved complaints to the Financial Ombudsman Service. You can find further details of this service at their website https://www.financial-ombudsman.org.uk