This policy is based on the Treating Clients Fairly Standard of Robeco and the relevant regulation1.
Objective of this policy is to set rules for uniform, properly and verifiable handling of client complaints.
The Customer Complaints Policy applies to Robeco Institutional Asset Management B.V., including its subsidiaries, branches and representative offices (‘Robeco’ ). For the provision of services to retail clients this policy is implemented in the retail complaint procedure.
A written 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.
The Compliance department of RIAM.
Robeco Institutional Asset Management B.V.
1 Wft art 4.17; Bgfo §7.1
2 In a branch, representative office complaints can be handled by different (named) departments.