An important part of our obligations to treat our clients fairly lies in how we handle complaints. We have a complaints policy designed to help us carry out those duties and comply with applicable regulations.

While we seek to resolve any dissatisfaction with our services through regular dialogue with our clients, we recognise that there may be times when feedback will take the form of an explicit and formal complaint.

The Board of Directors of Perpetual Investment Services Europe Limited (“PISEL”), the Manager of Perpetual Investment Services Europe ICAV, has ultimate accountability for how complaints are addressed. The appointed designated persons of PISEL (the “Designated Persons”) are responsible for ensuring that all complaints arising within their respective management function and notified to them by the service providers are dealt with appropriately. 

How to make a complaint

Upon receipt of a complaint, we will ensure that you are advised within 10 business days of receipt of the complaint of the contact details of the person responsible for dealing with the complaint. We will ensure that a final response with resolutions of the complaint is issued to you within 8 weeks. If the complaint cannot be resolved within this timeframe, we will ensure that you are informed of any additional time needed for resolution.

While you may be entitled to refer your concerns to the Financial Services and Pensions Ombudsman (“FSPO”) at all times or upon the expiration of 40 business days after the complaint was made, the FSPO will require a final letter of response from PISEL (or its service providers, as appropriate) in order to properly investigate your concerns. Complaints may be referred to the FSPO in writing at FSPO, Lincoln House, Lincoln Place, Dublin 2, D02 VH29 or by email and phone: +353 1 567 7000. Further details are available on the FSPO’s website:

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