State Street Global Advisors Limited (SSGAL) and State Street Global Advisors Europe Limited (SSGAEL) are committed to handling any complaint fairly, impartially and expediently. Complaints can be submitted free of charge.
What is a Complaint
A complaint is defined as any oral or written expression of dissatisfaction or grievance communicated by, or on behalf of, a client or potential client, about the provision of, or failure to provide, a financial service which alleges that the complainant has suffered financial loss, material distress or inconvenience.
To ensure concerns or complaints are handled in the most effective manner possible and in accordance with relevant regulatory requirements, you can register a complaint in a number of ways, as detailed below.
Further steps are available to the complainant if you do not receive a response or are dissatisfied with the response received, as detailed below:
Step 1: How to make a complaint
For Institutional Clients contact :
For SPDR Clients or Shareholders contact :
Alternatively, you can directly contact your dedicated Client Relationship Manager who will review, and where necessary, escalate such a complaint to the Business Unit Complaints Supervisor or Delegate.
Step 2: Complaints Handling – what to expect Acknowledgement
- Within 5 business days after the submission of the complaint you should receive an acknowledgement of receipt of your complaint.
- For Ireland Complainants, in the event you have not received a response within the 5 business days, please escalate your complaint to the SSGAEL compliance team at: GADublinCompliance@StateStreet.com.
For State Street Global Advisors Limited clients:
Final Response or Escalation – State Street Global Advisors Limited
- Within 8 weeks after the submission of your complaint, you should have received a final written response or an indication of when a final response can be expected.
- If you are an Eligible Complainant (defined below) and 8 weeks has passed since the submission of a complaint and you have not received a final response, or you are not satisfied with the response, you may escalate your complaint to the UK’s Financial Ombudsmen Service (FOS).
Eligible Complainants – State Street Global Advisors Limited
- An eligible complainant is: a consumer who is a natural person acting for purposes outside of their trade, business or profession; certain micro-enterprises; certain small charities; a trustee of a small trust or a Consumer Buy to Let (CBTL) consumer; who, in any case, is not categorized as a professional client or eligible counterparty. SSGAL will advise you if are an Eligible Complainant who can refer to the FOS.
- Eligible complainants are permitted to submit complaints to the FOS from eight weeks after the submission of a complaint up to 6 months from the date of receipt of a final response from SSGAL (if no final response received, it will be six months from the last response from SSGAL).
- Complaints can only be submitted no later than 6 years of the complaint event occurring or, if later, 3 years from when the complainant knew they had cause to complain.
- Details of the Financial Ombudsmen Service contact details:
For State Street Global Advisors Europe Limited clients:
Final Response or Escalation – State Street Global Advisors Europe Limited
- Within 40 business days after the submission of your complaint, you should receive a final written response or an indication of when a final response can be expected.
- If 40 business days have passed since the submission of a complaint and you have not received a final response or indication of when you will receive a final response; or if you are not satisfied with the response, you should escalate your complaint to the compliance team at GADublinCompliance@StateStreet.com
- If you are an Eligible Complainant (as defined below) and 40 business days have passed since the submission of a complaint, and you have not received a final response, or you are not satisfied with the response, you may also escalate this to the Irish Financial Services and Pensions Ombudsman (“FSPO” or the “Ombudsman”).
Eligible Complainants – State Street Global Advisors Europe Limited
The following may submit a Complaint to the Irish Financial Services and Pensions Ombudsman:
- A private individual – personal policy/account holder; or
- A limited company, a sole trader, a trust, a club, a charity (not being a body corporate) or a partnership with an annual turnover of less than €3,000,000.
Complaints can normally only be submitted no later than 6 years after the event giving rise to the complaint. For long-term products, however, you can make a complaint to the Ombudsman up to 3 years after the complainant knew, or ought reasonably to have become aware, that he/she had cause to complain; or for a longer period where it appears to the Ombudsman that there are reasonable grounds for a longer period and that it would be just and equitable in the circumstances to extend the time limit. A long-term product is a financial product with a minimum term of 5 years and 1 month.
Contact details for the Irish Financial Services and Pensions Ombudsman: