Complaints Handling Policy

Janus Henderson Investors place considerable importance on giving investors a high quality level of service.  It’s always disappointing when investors have reason to complain about our service.  In this event the senior management of Janus Henderson Investors is committed to dealing with complaints promptly and objectively. If you need to raise any complaint with us you can do so by contacting the Complaints Officer, Janus Henderson Investors, PO Box 9023, Chelmsford, CM99 2WB. Tel 0800 832 832 or +44 1268 443 914.

The following is a summary of how we deal with complaints:

• We will send you a written acknowledgement of your complaint within five business days after receiving it, along with a copy of these procedures.
• We will investigate your complaint promptly, impartially and thoroughly and provide you with a full response at the earliest opportunity along with a Financial Ombudsman Service (FOS) explanatory leaflet.  If it’s not possible to send a full response to you within four weeks, we’ll write to you with an indication of when we expect to provide such a response.
• If we are unable to resolve your complaint within eight weeks, we’ll tell you in writing and let you know when we expect to finalise matters.  At this stage you can refer your complaint to the Ombudsman if you’re dissatisfied with the delay.
• If, on receipt of our final response, you’re dissatisfied with our conclusions you may refer the matter to the Financial Ombudsman Service (FOS) within six months of our final response.  A FOS leaflet, providing details on how you can refer this, will be enclosed with the final response letter.  For more information, please visit www.financial-ombudsman.org.uk.