Complaints & Grievances Policy
1.1 Objective
Objective of this policy is to set rules for uniform, proper and verifiable handling of complaints and grievances.
1.2 Scope
The Complaints and Grievances Policy applies to Robeco Institutional Asset Management B.V., including its subsidiaries, branches and representative offices (‘Robeco’ ).
1.3 Definitions
Complaint
An expression of dissatisfaction submitted by a client about a service and/or product provided by Robeco in which Robeco is accused of having acted in conflict with the contract and/or laws and regulations that was submitted in writing or has led to Sr management involvement and was therefore entered into the Robeco Complaint registration system.
Grievance
An expression of dissatisfaction, being allegations, issues, or problems, whether perceived or actual, related to Robeco’s sustainable investing commitments.
1.4 Rules for complaints handling
If you have a Complaint, please contact your local client manager within Robeco.
Every Complaint of a Robeco client will be reported to the head of the responsible sales team.1
Within 7 days after receipt of the Complaint, Client Services sends a confirmation of the receipt of the Complaint to the client.
While the time needed for processing may vary depending on the nature of the Grievance, a final response should be issued within two months.
If the Complaint will be rejected partially or fully, the client will be informed that, if applicable, he or she may submit the Complaint to a recognized dispute-settlement body or take the dispute to a civil court. The information to the client shall mention the relevant timelines used by the dispute settlement body.
1.5 Rules for grievance handling
If you have a Grievance, please contact Robeco via grievances@robeco.nl.
You will receive a confirmation of receipt of your Grievance within 7 days,
Every Grievance will be reported to Robeco’s SI Center of Expertise.
While the time needed for processing may vary depending on the nature of the Grievance, a final response should be issued within two months.
1 In a branch, representative office complaints can be handled by different (named) departments.
Version December 2023