Complaints Handling Policy

Fidelity strives to provide products and services of the highest standard.

A complaint is any oral or written expression of dissatisfaction, whether justified or not, from or on behalf of an eligible complainant about the firm’s provision of, or failure to provide, a financial service or a redress determination, which alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience. A request for information, clarification or service is not a complaint. The fact that a particular investment has performed poorly will not by itself justify a complaint. However, investment performance complaints that related to the provision of inaccurate or misleading information will fall under the scope of this policy.

Fidelity will ensure the confidentiality of personal data that identifies individuals, such data would only be disclosed or used by the Company as permitted under the relevant laws and confidentiality obligations such as the General Data Protection Regulation (the “GDPR”),

In this context, any complaint must be sent to:

Head of Branch, FIL Investment Management (Luxembourg) S.A., Ireland Branch,  George's Quay House, 43 Townsend Street, Dublin 2, D02 VK65, Ireland or by email to moloney.james@fil.com.

Fidelity will treat your complaint as follows:

• The Company will acknowledge a complaint in writing within 5 business days of receiving it. If a complaint is made outside of normal working hours, it is treated as if it had arrived at the start of the next working day. The Company will provide the complainant with the name of one or more individuals to be the complainant’s point of contact in relation to the complaint until the complaint is resolved.
• If a complaint cannot be resolved within a timeframe of 5 business days, the Company will provide an update within 20 business days. This will either be a written update on the complaint progress or, where possible/appropriate, the Company will contact the customer by telephone to keep them informed of the progress and of any anticipated delays.  
• If the complaint has not been resolved then an update will be issued 40 business days after receipt of the complaint in which the Company will inform the complainant of the anticipated time frame within which the Company will resolve the complaint and regular updates will be provided to the customer at least every 20 business days thereafter. 
• Within 5 business days of the completion of a complaint investigation the Company will issue a final response. The response will address the subject matter of the complaint and respond fully to all of the customer’s concerns.

Where a customer is dissatisfied with the outcome of the Company’s review of their complaint, they may refer their complaint to the Central Bank of Ireland if applicable. The Central Bank of Ireland’s contact details can be found in the ‘Contact Us’ section of their website: https://www.centralbank.ie/contact-us.