Complaints

Perpetual Investment Services Europe Limited trading as Perpetual Group (“PISEL” or the “Company”) is authorised and regulated by the Central Bank of Ireland (“Central Bank”) as a UCITS management company under the European Communities (Undertakings for Collective Investment in Transferable Securities) Regulations 2011 (the “UCITS Regulations”) and acts as the UCITS management company to the Perpetual Investment Services Europe ICAV (the “ICAV”).  PISEL is also authorised to provide individual portfolio management services (“IPM”) and investment advice (“IA”) (together the “MiFID Services”) by virtue of the authorisation letter issued to the Company by the Central Bank. In accordance with the UCITS Regulations, PISEL is required to adopt a code of conduct to regulate certain of its day-to-day activities.  
References to PISEL include all branches of PISEL established pursuant to the UCITS Regulations.  

A complaint for the purposes of this policy is any complaint, whether oral or in writing, whether or not from a shareholder in the sub-funds of the ICAV (“Shareholders”) relating to the ICAV, PISEL or to any of their service providers in the performance by them of services in respect of the ICAV or PISEL.  For this purpose, “service provider” includes the appointed Investment Managers, Administrator, Depositary, Distributor and Company Secretary.  

PISEL has an effective and transparent procedure in place for the reasonable and prompt handling of any complaints received.  

Upon receipt of a complaint:

• PISEL (or the service provider of PISEL handling same) must acknowledge each complaint on paper within 5 business days of the complaint being received.
• At this point, PISEL (or the service provider of PISEL handling the complaint) will provide the complainant with the name of one or more individuals appointed to be the complainant’s point of contact in relation to the complaint, until the complaint is resolved or cannot be progressed any further.  
• PISEL (or the service provider of PISEL handling the complaint) will provide the complainant with a regular update on the progress of the investigation of the complaint at intervals of not greater than 20 business days, starting from the date on which the complaint was made.  
• PISEL (or the service provider of PISEL handling the complaint) will attempt to investigate and resolve a complaint within 40 business days of having received the complaint.  
• Where the 40 business days have elapsed and the complaint is not resolved, PISEL (or the service provider of PISEL handling the complaint) must inform the complainant of the anticipated timeframe within which the regulated entity hopes to resolve the complaint and must inform the consumer that they can refer the matter Financial Ombudsman and must provide the consumer with the contact details of such Ombudsman. 

In addition, within five business days of the completion of the investigation, PISEL (or the service provider of PISEL handling the complaint) must advise the complainant of the outcome of the investigation, where applicable, the terms of any offer or settlement being made, that the complainant can refer the matter to the Financial Ombudsman and the contact details of the Ombudsman.

PISEL keeps a record of each complaint received either directly or passed on by any of the service providers (separately or within their standard reports). This record contains the details of each complaint, a record of the response(s), any other relevant correspondence or records and the action taken to resolve each complaint and the measures taken for the resolution of such a complaint.