Complaint Process

EMEA Complaints Handling Procedure

 

This procedure is applicable to all BNYM EMEA Investment Services clients, it details how your complaint will be handled by us and what your rights are if you remain dissatisfied. Investment Services includes Asset Servicing, Clearance and Collateral Management, Corporate Trust, Depositary Receipts, Markets, Treasury Services and Wealth Management. The BNY Mellon legal entities providing these Investment Services in EMEA are set out at the end of this document.

 

Our Commitment to you

BNY Mellon is committed to fostering a fair, transparent and impartial Complaint Handling process. All complaints will be investigated promptly and assessed diligently to ensure our processes remain effective and we continue to offer the very best products and services to our clients. BNY Mellon will review and respond to your complaint in a timely manner and provide you with the applicable Alternative Dispute Resolution Agency contact details in the event that we are unable to resolve your complaint.

 

How to Complain      

A complaint can be submitted verbally or in writing by clients, potential clients or a third party acting on behalf of a client or potential client. We recommend that you submit the complaint via your relationship manager where possible, however a complaint can be made by any reasonable means.

 

Receipt, acknowledgement and resolution            

Your complaint will be assigned to a Complaint Investigator upon receipt, they will be independent of the source of the complaint and will gather all of the required information to determine the root cause and outcome.

 

A written acknowledgement stating the complaint is under investigation will be sent to you within 3 business days of receipt of the complaint. It will include the name and contact details of the person handling the complaint.

 

Every effort will be made to resolve the complaint within 3 weeks of receipt. If this is not possible a holding letter will be issued explaining the reason for the delay.

 

Follow up communication will be issued once every 14 days thereafter.

 

Closure and Analysis

Every effort will be made to fully resolve the complaint within 7 weeks.

 

Upon closure, written communication will be sent to you summarising the details of the complaint and the reason why it is now considered closed.

 

Alternative Dispute Resolution Agencies

If after our investigation and any subsequent discussions we are unable to reach a satisfactory conclusion, you may be eligible to refer your complaint to an Alternative Dispute Resolution (ADR) Agency or take civil action.

 

Details will be included in our final response letter. Eligibility will depend on the jurisdiction of the legal entity you are contracted to. Further information is available via the links below;

 

UK	Eligable Complainants	The Financial Ombudsman Service (FOS)	www.financial-ombudsman.org.uk
Ireland	Eligible complainants	Financial Services and Pensions Ombudsman	www.fspo.ie
Kingdom of Saudi Arabia	All complainants	The Capital Market Authority	https://cma.org.sa/en/InvestorProtection/Pages/HowtoFileaComplaint.aspx
Dubai	All complainants	The DIFC Disputes Resolution Authority	https://www.difc.ae/public-register/dispute-resolution-authority-dra/
Belgium	All complainants	Ombudsman in financiële geschillen/Ombudsman en conflits financiers	www.ombudsfin.be
Italy	All complainants	Arbitro Bancario Finanziario	www.arbitrobancariofinanziario.it
Germany	All complainants	Ombudsmann der privaten Banken	www.bankenverband.de
Luxembourg	All complainants	Commission de Surveillance du Secteur Financier	www.cssf.lu

 

In Scope Legal Entities

In EMEA we provide Investment Services to our clients from:

• The Bank of New York Mellon (London, Frankfurt and Dubai branches);
• The Bank of New York Mellon (International) Limited;
• The Bank of New York Mellon SA/NV (including Amsterdam, Brussels, Dublin and Frankfurt branches);
• BNY Mellon Service Kapitalanlage-Gesellschaft mbH;
• BNY Mellon Trust & Depositary (UK) Limited and;
• BNY Mellon Fund Services (Ireland) Designated Activity Company;
• BNY Mellon Saudi Financial Company