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Complaints Process

At Allianz Global Investors, we aim to provide our investors with a high standard of service. Unfortunately, however, from time to time we make mistakes which may give rise to a complaint. When this happens we want to know as soon as possible so we can quickly put things right.

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This page explains what you can expect to happen once we have received your complaint. 

We will ensure that your complaint is dealt with fairly, consistently and promptly. We will investigate your complaint thoroughly and let you know our findings. Our aim is to resolve your complaint as quickly as possible and tell you what we’ve done about it. Your telephone calls may be recorded for regulatory and service requirement

 

Where to start

If you want to make a complaint you can do so in writing or by telephone. 

Investor Services (Investment Trusts)
Allianz Global Investors UK Limited
199 Bishopsgate
London EC2M 3TY
Telephone Number: 0800 389 4696

Email: investment-trusts@allianzgi.com

 

What happens next?

Within five working days of receiving your complaint, Allianz Global Investors will acknowledge its receipt and, where possible, a substantive response will be provided. The person responsible for handling your complaint will be identified as your contact.

If we have been unable to resolve your complaint within five working days, we will write to you again within 4 weeks of receiving your complaint with a substantive response, or explaining why we have not been able to resolve the complaint and let you know when we expect to contact you again.

At the end of eight weeks, after the original complaint has been received, you should have received a final response. If we are still not in a position to supply this, reasons for the delay and an indication of when we expect to be able to provide a response will be sent to you. You may refer the complaint to the Financial Ombudsman Service and we will provide you with a copy of their explanatory leaflet at this time.

Your complaint must be referred to the Financial Ombudsman Service within six months of the date when our final response is sent to you. Please note that not all investors will be eligible to refer a complaint to the Financial Ombudsman Service.

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Welcome to The Merchants Trust

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  • Individual and professional investors

  • Warning to Shareholders

    We are aware that some shareholders may have received unsolicited telephone calls or correspondence concerning investment matters. These are typically from overseas based organisations who target UK shareholders offering to sell them, what often turn out to be, worthless or high risk shares in US or UK investments. They can be extremely persistent and persuasive. Shareholders are therefore advised to be very wary of any unsolicited advice or offers.

    Please note that it is most unlikely that either the company or the company’s Registrar, Link Asset Services, would make unsolicited telephone calls to shareholders. Any such calls would only ever relate to official documentation already circulated to shareholders and never in respect of investment ‘advice’.

    If you are in any doubt about the veracity of an unsolicited telephone call, please call the Company Secretary +44 (0)800 389 4696 or the Registrar on +44 (0) 371 664 0300.

    You can also report and get advice about fraud or cyber crime by contacting Action Fraud – National Fraud & Cyber Crime Reporting Centre 0300 123 2040 and visiting their website at www.actionfraud.police.uk.

    Please read this important information before proceeding further. It contains legal and regulatory notices relevant to the information contained on this website. By pressing ‘Confirm’ you agree that you have read and understood the following information.

    Investing involves risk. The value of an investment and the income from it may fall as well as rise and investors may not get back the full amount invested.

    Please note that the products referred to on this website are only available to persons normally resident for tax purposes in the United Kingdom of Great Britain and Northern Ireland. Allianz Global Investors UK Limited has taken reasonable care to ensure the accuracy of information available through the site. However, the information may be amended at any time by Allianz Global Investors UK Limited without notice. As far as it is permitted under the Financial Services Act, Allianz Global Investors UK Limited does not accept liability for any loss, direct or indirect owing to reliance on any information contained herein. Opinions expressed whether in general or both on the performance of individual funds and in a wider economic context represent the views of the contributor at the time of preparation. They are subject to change and should not be interpreted as investment advice which Allianz Global Investors UK Limited is not authorised to give. If you are unsure of the suitability of any investment contained in this website, please contact a Financial Adviser. This site may provide links to third party websites over which Allianz Global Investors UK Limited has no control. These links are provided for your convenience and Allianz Global Investors UK Limited accepts no responsibility for the content of such websites. For your security we may record or randomly monitor all telephone calls.

    Regulation and Status Disclosure

    Allianz Global Investors represents products and services of Allianz Global Investors UK Limited. Allianz Global Investors UK Limited is an investment company incorporated in the United Kingdom, with its registered office at 199 Bishopsgate, London, EC2M 3TY. 

    Allianz Global Investors UK Limited, company number 11516839, is authorised and regulated by the Financial Conduct Authority.  Details about the extent of our regulation are available from us on request and on the Financial Conduct Authority's website (www.fca.org.uk). The duplication, publication or transmission of the contents, irrespective of the form, is not permitted; except for the case of explicit permission by Allianz Global Investors UK Limited.

    The Merchants Trust PLC is incorporated in England and Wales. (Company registration no. 28276). Registered Office: 199 Bishopsgate, London, EC2M 3TY. The Company is a member of the Association of Investment Companies - Category: UK Equity Income.

    Please note that the important information set out here does not exclude or restrict any duty or liability to customers of Allianz Global Investors UK Limited under the Financial Services and Markets Act 2000 or under the Financial Conduct Authority Rules.

    Investments

    You should always bear in mind that:

    Past performance does not predict future returns.

    The value of an investment and the income from it may fall as well as rise and investors might not get back the full amount invested. You should not make any assumptions about the future on the basis of this information.

    Changes in rates of exchange may cause the value of investments and the income from them to go down or up.

    In a building society your money is secure, whereas in a stock market-based investment it is exposed to a degree of risk and the value of your investment will fluctuate up and down.

    The Merchants Trust PLC is a quoted company listed on the London Stock Exchange. Its share prices are determined by factors including demand which means that the shares may trade below (at a discount) or above (at a premium to) the underlying net asset value.

    The Trust seeks to enhance returns for its shareholders through gearing, in the form of long-term, fixed rate debentures. Gearing can boost the Trust’s returns when investments perform well, though losses can be magnified when investments lose value. You should be aware that this Trust may be subject to sudden and large falls in value and you could suffer substantial capital loss.

    This investment trust charges 65% of its annual management fee to the capital account and 35% to revenue. This could lead to a higher level of income but capital growth will be constrained as a result. Your capital could also decrease if income paid out of capital exceeds the growth rate of the Trust. Derivatives are used to manage the trust efficiently.

    The views and opinions expressed herein, which are subject to change without notice, are those of the issuer companies at the time of publication. The data used is derived from various sources, and assumed to be correct and reliable at the time of publication.

    A person within Allianz Global Investors UK Limited, its affiliates and their directors may or may not have a position in or with respect to any investments mentioned on this website.

    If you are in any doubt about the information contained on this website please call us on 0800 389 4696 and speak to one of our trained helpline staff or consult a professional financial adviser.

    The material contained in this website is directed only at persons or entities in any jurisdiction or country where such access to information contained herein and use thereof is not contrary to local law or regulation. Accordingly, all persons who access this website are required to inform themselves of and to comply with any such restrictions.

    Advice

    Allianz Global Investors UK Limited only provides information on our own and other group company products and does not give advice to retail customers based on individual circumstances. Please contact a financial adviser if you need advice.

    No Reliance

    Although Allianz Global Investors UK Limited has taken all reasonable care that the information contained within the website is accurate at the time of the publication, no representation or warranty (including liability towards third parties), expressed or implied, is made as to its accuracy, reliability or completeness by Allianz Global Investors UK Limited or its contractual partners. Information, opinions and estimates and any other contents on this website are provided by Allianz Global Investors UK Limited for personal use and informational purposes only and are subject to change without notice. Nothing contained on the website constitutes investment, legal, tax or other advice nor is to be relied on in making an investment or other decision. You should obtain relevant and specific professional advice before making any investment decision.

    No Warranty

    The information and opinions contained on the website are provided without any warranty of any kind, either expressed or implied, to the fullest extent permissible pursuant to applicable law. Allianz Global Investors UK Limited further assumes no responsibility for, and makes no warranties that, functions contained on the website will be uninterrupted or error-free, that defects will be corrected, or that the website or the servers that make it available will be free of viruses or other harmful components.

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    Under no circumstances, including, but not limited to, negligence, shall Allianz Global Investors UK Limited be liable for any special or consequential damages that result from the access or use of, or the inability to access or use, the materials at the website.

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    Money Laundering

    Any transaction involving client money will be covered by statutory and other requirements relating to money laundering including the Money Laundering Regulations, the Financial Conduct Authority rules and the Joint Money Laundering Steering Group Guidance Notes, as amended from time to time (jointly "the Money Laundering Requirements").

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