Custom House prides itself on its client service levels, as is evidenced by our many awards in this area and nowhere is this more important than in Investor Services. The accurate and timely calculation of the NAV is, of course, vital but equally as important is the professional and courteous servicing of investors. Once again the 24-hour operational model which allows for the efficient servicing of funds and communication with Managers is also available to investors. Custom House’s Investor Services are open from midnight GMT Sunday (8am on Monday in Singapore) to midnight GMT Friday (6pm on Friday in Chicago) with a crossover from each region to allow investors to have access to an investor services representative at any time.
Along with this 24-hour open office, all investor transactions are reported via our secure online reporting tool, CHARIOT (Custom House Reporting In Open Technology). Upon successful subscription to a Custom House fund, a CHARIOT profile is created for the investor that allows them to track their account details, transaction history, performance and also any fund related documents, such as subscription and redemption forms. It is also feasible for managers to permit increased transparency to investors to provide details on the accounts and/or portfolio of the fund to investors should this be desired.
In 2011 Custom House launched a significant enhancement to CHARIOT, a dealing capability for investors to allow them to complete all transactions electronically in a secure online format. Once the initial subscription has been received and the CHARIOT profile created, investors can place their subsequent deals (purchases and sales) across the platform and manage their investment activity in one secure location. This feature is also of benefit to larger institutional or nominee investors who may have high volumes and wish to avail of the automation it offers. The addition of this service reaffirms Custom House’s strategy to provide a 24-hour service to managers and investors alike and to allow them to access their investment information when they need it.