1.1 Objective
This policy sets uniform rules for proper and verifiable handling of complaints received by Robeco. As set out in this policy, complaints are categorized either as general client complaints or SI (Sustainable Investing) complaints, the latter of which may originate from a broader set of external stakeholders beyond clients.
1.2 Scope
The Complaints Handling Policy applies to Robeco Holding B.V., including all its direct and indirect subsidiaries, branches and representative offices (‘Robeco’ ).
1.3 Definitions
General client complaint
Any statement of dissatisfaction, whether in writing or verbally, by a (potential) client relating to the provision of a product or service provided by Robeco. Examples include issues such as incorrect charges, delays, poor customer service, or breaches of contract or agreement. Requests for specific actions or problem-solving are not considered complaints under this policy.
SI complaint (also referred to as grievance)
Any statement of dissatisfaction, whether in writing or verbally, related to Robeco’s SI commitments. These SI complaints may include allegations, issues or problems, whether perceived or actual, raised by any external stakeholder engaging with Robeco’s SI activities.
1.4 Rules for complaints handling
If you have a general client complaint, please contact your local client manager within Robeco or submit your complaint directly via complaints@robeco.nl
All general client complaints are reported to the Complaint Handling Officer for registration, assessment, and resolution.
The complainant will receive a confirmation of receipt within five business days (seven days in Hong Kong).
While the time needed for processing may vary depending on the nature of the complaint, a final response will be issued within one month from the date of receipt.
If a complaint is partially or fully rejected, the complainant will be informed of their right to escalate the matter to the senior management of the involved department and/or legal entities, a recognized dispute settlement body, or a civil court. The applicable timelines set by the dispute resolution body will be communicated to the complainant.
1.5 Rules for grievance handling
If you have an SI complaint, please contact Robeco via grievances@robeco.nl.
All SI complaints are reported to the Complaint Handling Officer and Robeco’s SI Center of Expertise for registration, assessment, and resolution.
The complainant will receive a confirmation of receipt within five business days (seven days in Hong Kong).
While the time needed for processing may vary depending on the nature of the complaint, a final response will be issued within one month from the date of receipt.
Version November 2025