Our complaints policy

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 and Mid Wynd International Investment 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 handled by our complaints coordinator. If you are not satisfied with their response, you may ask to be referred to our Risk and Compliance team.

If you are still unhappy, the Financial Ombudsman Service may be able to help.

How will my complaint be handled?

We will try to resolve your complaint as quickly as we can, preferably within 24 hours. At the latest, we will acknowledge it within five working days.

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

We hope you will be satisfied with our response. If we do not hear from you within eight weeks, we will treat your complaint as settled and close our files. Should you tell us later that you are still unhappy, we will review it again.

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. If your complaint relates to acts or omissions that have taken place after 1 April 2019, you can refer your complaint to the Ombudsman if you are:

  • a small- to medium-sized enterprise which employs fewer than 50 people and has a turnover of less than £6.5m or annual balance sheet that does not exceed £5m; or
  • a charity which has an annual income of less than £6.5m; or
  • a trustee of a trust which has a net asset value of less than £5 million; or
  • individuals who act as personal guarantors for loans to businesses in which they are involved.

If your complaint relates to acts or omissions that took place before 1 April 2019, you can refer your complaint to the Ombudsman if you are:

  • a micro enterprise which employs fewer than 10 people and has a turnover or annual balance sheet that does not exceed €2m; or
  • a charity which has an annual income of less than £1m; or
  • a trustee of a trust which has a net asset value of less than £1 million.

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.

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 try to resolve your complaint as quickly as we can and will acknowledge receipt within one business day. Our aim is to put things right in our first response and we will either provide this within 10 business days or, if that is not possible, we will provide you with a further update. We will also confirm to you the name of the person dealing with your complaint.

A final response will be sent as quickly as we can and usually no more than one month after the date of the complaint. If we do need more time to complete our investigations, we will write to you and also let you know when we expect to conclude our investigation.

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 and Mid Wynd International Investment Trust

For complaints relating to these funds, please contact:

  • Artemis Alpha Trust: Company Secretary, Artemis Alpha Trust plc, Cassini House, 57 St James's Street, London SW1A 1LD, or email[email protected]
  • Mid Wynd: Company Secretary, Mid Wynd International Investment Trust plc, 6th floor, Exchange Plaza, 50 Lothian Road, Edinburgh EH3 9BY, 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 these companies, you do not have the right to complain to the Financial Ombudsman Service about the management of the companies.

Complaints by 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 institutional business 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 institutional business. If you are not satisfied with their response, 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?

At the latest, we will acknowledge it within 24 hours of receipt. We will try to resolve your complaint as quickly as we can, preferably within five working days.

Our aim is to address your concerns in our initial response. Sometimes, however, a longer investigation is required. In these cases we will keep you informed of our progress and let you know when you should expect any matters to be resolved.

We hope that you will be satisfied with our response. If we do not hear from you within eight weeks, we will treat your complaint as settled and close our files. Should you subsequently inform us that you are still unhappy, we will review your complaint again.

The Ombudsman

Subject to meeting certain criteria you have the right to refer your complaint to the Financial Ombudsman Service free of charge. You can refer your complaint to the Ombudsman if you are:

  • a micro enterprise which employs fewer than 10 people and has a turnover or annual balance sheet that does not exceed €2m; or
  • a charity which has an annual income of less than £1m; or
  • a trustee of a trust which has a net asset value of less than £1 million

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).