Objective of this policy is to set rules for uniform, proper 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.
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.
The Compliance department of RIAM.
Robeco Institutional Asset Management B.V.
1 In a branch, representative office complaints can be handled by different (named) departments.
Version December 2018