NAM UK will ensure complaints from clients and prospects are investigated by an employee of sufficient competence (which will generally be overseen by a manager to maintain impartiality). The person responsible for handling a complaint should have the authority to settle complaints (including the offering of redress where appropriate) or to have ready access to someone who has the necessary authority. Where possible NAM UK will seek to resolve any complaint by the close of the next business day.

How to Raise a Complaint

In the first instance, we encourage you to raise any concern with your usual NAM UK relationship contact, who will often be able to resolve matters swiftly. Where you prefer to escalate formally, please contact our Compliance function using any of the following:

• By post: Compliance Department, Nomura Asset Management U.K. Ltd,1 Angel Lane, London, EC4R 3AB
• By email: [email protected]
• By telephone: +44 (0) 20 7521 3333

To help us investigate efficiently, please provide:

• Your full name and contact details;
• Details of your account, mandate or relationship with us;
• A clear description of your complaint and the circumstances giving rise to it;
• The outcome or resolution you are seeking.

How We Will Handle Your Complaint

We will handle your complaint fairly, consistently and promptly, in line with the FCA’s complaints handling rules (DISP).

1. Acknowledgement – We will acknowledge your complaint within 2 business days, confirming the name and role of the person responsible for handling it.
2. Investigation –  We will investigate your complaint thoroughly and impartially, keeping you informed of progress throughout.
3. Final response – We will advise you that we need to investigate further and that we will write to you again within ten business days (a “holding” response). We will then send you either our full response within that time, or a further holding response explaining why we are not yet able to resolve your complaint and when we expect to be in touch again. In any event no later than eight weeks after we first received your complaint

NAM UK aims to respond to a complaint promptly and in any event to resolve it within eight weeks. NAM UK’s final response letter should do one of the following:

• accept the complaint and, where appropriate, offer redress or remedial action; or
• offer redress or remedial action without accepting the complaint; or
• reject the complaint and give reasons for doing so

In the unlikely event that our investigation takes longer than eight weeks, we will write to explain the reason for the delay and confirm when you can expect to hear from us next. If we do not hear from you within one month of receiving our substantive reply to say that you remain dissatisfied, we will treat your complaint as resolved on the terms set out in that reply, provided the reply made clear that this would be the case.

Our Records

We will maintain a record of your complaint and our handling of it in accordance with applicable regulatory requirements.