Our complaints policy

Artemis aims to provide its clients with exemplary service. If you are unhappy with anything we do, please let us know. We will do our best to put things right.

Please read the appropriate complaints policy for:

Complaints by private investors

We recommend you put your complaint in writing. But please get in touch with us by whatever method suits you best – post, phone, fax or email.

There are separate arrangements for complaints relating to (1) our unit trust and OEIC ranges of funds, (2) Artemis Funds (Lux) (our SICAV range of funds), and (3) Artemis Alpha Trust. Please read the relevant sections below.

Complaints relating to our unit trust and OEIC ranges of funds

How do I make a complaint?

Please contact the complaints coordinator at:

Artemis Fund Managers Limited
Cassini House
57 St James’s Street
London, SW1A 1LD
Tel: 0800 092 2051
Fax: 020 7399 6497
Email: [email protected]

There are risks associated with sending confidential information by email – so please be aware that, if you contact us in this way, we may reply by post or phone.

Who will deal with my complaint?

In the first instance, your complaint will be investigated by a complaints handler. If you are not satisfied with their response, you may ask for your complaint to be reviewed again. This will be completed by another complaints handler.

If you are still unhappy, the Financial Ombudsman Service may be able to help. You will find information about the Ombudsman below.

How will my complaint be handled?

We will acknowledge your complaint within five working days and we will try to resolve your complaint as quickly as we can. 

Our aim is to put things right with our first response. In these cases, we try to complete our review within four weeks. If that is not possible and a longer investigation is required, we will explain why and let you know when you can expect to hear from us again.

When we have completed our investigation we will provide you with a final response which will outline our findings. We hope you will be satisfied with our response.  

The Ombudsman

Subject to meeting certain criteria, you have the right to refer your complaint to the Financial Ombudsman Service (opens in a new window), free of charge.

There are time limits for referring your complaint to the Ombudsman. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.

Complaints relating to Artemis Funds (Lux) (our SICAV range of funds)

Please contact us by letter, email or fax:

Client Services
Artemis Funds (Lux)
Cassini House
57 St James’s Street
London SW1A 1LD
Fax: 020 7399 6497
Email: [email protected]

Please provide your name, contact details and details about the complaint. There are risks associated with sending confidential information by email – so please be aware that, if you contact us in this way, we may reply by post or phone.

How will my complaint be handled?

We will acknowledge it within five working days and we will try to resolve your complaint as quickly as we can. 
Our aim is to put things right with our first response. In these cases, we try to complete our review within four weeks. If that is not possible and a longer investigation is required, we will explain why and let you know when you can expect to hear from us again.
 
When we have completed our investigation we will provide you with a final response which will outline our findings. It will also provide you with information on your rights to escalate the matter further with Artemis or the Commission de Surveillance due Secteur Financier (CSSF), at the latest one year after the date that the complaint was made to Artemis Funds (Lux).
 
Information about out-of-court complaint resolution in Luxembourg can be found on the CSSF’s website: http://www.cssf.lu/en/consumer/complaints/ (opens in a new window)

Complaints relating to Artemis Alpha Trust

For complaints relating to Artemis Alpha Trust, please contact: Company Secretary, Artemis Alpha Trust plc, Cassini House, 57 St James's Street, London SW1A 1LD, or email [email protected]

There are risks associated with sending confidential information by email, so please be aware that, if you contact us in this way, we may reply by post or phone.

Please note that if you are a shareholder in this company, you do not have the right to complain to the Financial Ombudsman Service about the management of the companies.

Complaints by intermediaries and institutional investors

How do I make a complaint?

We recommend you put your complaint in writing. But please get in touch with us by whatever method suits you best – post, phone, fax or email.

Please address your correspondence to the Head of Distribution Services at:

Artemis Investment Management LLP
Cassini House
57 St James’s Street
London, SW1A 1LD
Tel: 0800 092 2051
Fax: 020 7399 6497
Email: [email protected]

There are risks associated with sending confidential information by email – so please be aware that, if you contact us in this way, we may reply by post or phone.

Who will deal with my complaint?

In the first instance, your complaint will be handled by our Head of Distribution Services. If you are not satisfied with their response, we will review your complaint again and you may ask to be referred to our Risk and Compliance team.

If you remain dissatisfied, the Financial Ombudsman Service may be able to help. You will find information about the Ombudsman below.

How will my complaint be handled?

We will acknowledge your complaint within five working days and we will try to resolve your complaint as quickly as we can. 

Our aim is to put things right with our first response. In these cases, we try to complete our review within four weeks. If that is not possible and a longer investigation is required, we will explain why and let you know when you can expect to hear from us again.

When we have completed our investigation we will provide you with a final response which will outline our findings. We hope you will be satisfied with our response.

The Ombudsman

Subject to meeting certain criteria you have the right to refer your complaint to the Financial Ombudsman Service free of charge.

Although there are time limits for referring your complaint to the Ombudsman, we will consent to the Ombudsman considering your complaint even if you refer the complaint outside that time: Financial Ombudsman Service (opens in a new window).

Civil Action 

If you do not meet the criteria to be able to refer to the Financial Ombudsman Service, you may be able to take civil action.