S&P Global Commodity Insights strives to provide information of the highest standards to its customers and to conduct its business with integrity.
However, we recognize that occasionally customers may not be satisfied with the services or have questions about the assessments provided by Commodity Insights and desire to request a price review or escalate matters.
To request a review of, or a challenge to, a published price assessment, which may or may not result in a correction you can:
Email PriceReview@spglobal.com or write directly to the Global Head of Compliance, S&P Global Commodity Insights, in your respective region, with background and details of your request at the address below.
If you would like to raise a complaint about any aspect of our price assessments, including assessment changes, application of methodology or other editorial decisions, you can:
Email PricingComplaints@spglobal.com or write directly to the Global Head of Compliance, S&P Global Commodity Insights, in your respective region, with background and details of your complaint at:
1111 Bagby Street
EUROPE, MIDDLE EAST & AFRICA
20 Canada Square, 9th Floor
Marina Bay Financial Centre
12 Marina Boulevard
COMMODITY INSIGHTS COMPLAINTS HANDLING POLICY
Commodity Insights maintains a complaints handling policy by which anyone may submit a complaint regarding any issue relating to our price assessments and related methodologies.
All complaints will be acknowledged in writing by Commodity Insights within three (3) business days of receipt.
Commodity Insights will assign an individual to investigate any complaint and determine an appropriate course of action. The complaint handler will not have been directly involved in the assessment process.
Commodity Insights will seek to resolve the complaint as quickly as possible. In most cases, Commodity Insights will provide a written response to the Complainant within twenty five (25) business days from the date of receipt of the complaint by Commodity Insights explaining any course of action being taken or recommended by Commodity Insights. However, if the scope of the complaint demands further investigation after twenty five (25) business days Commodity Insights will write to the complainant explaining why the matter has not been resolved and indicating when a final response is likely to be made.
A complaint may be referred to S&P Global's Legal Department where, for example, a complaint alleges fraud, ethical lapses, libel in Commodity Insights' publications, restraint of trade, etc.
Where a complaint regarding a specific price assessment is determined by Commodity Insights to be valid, Commodity Insights reserves the right to exclude any retroactive price adjustments to price assessments.
Should a complainant be dissatisfied with the way a complaint has been handled by Commodity Insights, within twenty five (25) business days from the time of the original complaint decision by Commodity Insights the complaint may be referred to an independent third party.
The Independent Complaint Reviewer will investigate the complaint and provide a written response to the complainant within forty (40) business days from the date of referral.
Commodity Insights retains all information pertaining to each complaint for a minimum period of five (5) years.