Handling investor complaints
HANDLING INVESTOR COMPLAINTS
1. PRELIMINARY NOTE
By applying a customer complaint management policy, Creutz & Partners aims to achieve the best possible result in the interest of the investor. The investors’ interest has always been a foremost priority for Creutz & Partners. All investor complaints are taken seriously and are going to be treated with due regard to an efficient and transparent procedure.
The following provisions are a summary of Creutz & Partners’ customer complaint management policy and should allow the investors of the C&P Funds to gain insight into the procedure of handling investor complaints.
2. SUBMISSION OF INVESTOR COMPLAINTS
Any investor complaint regarding the management of the C&P Funds should be sent in writing to the customer complaint manager in one of the languages offered by Creutz & Partners, namely in German, French, Dutch or English at the following address:
Creutz & Partners Global Asset Management S.A.
Customer Complaints Manager
The goal of the customer complaint manager is to identify immediately a satisfying solution for the investor. In his response to the complaint, the complaint manager informs the investor of this solution.
Should this not be possible within the first two working days after the date Creutz & Partners has received the complaint, the investor will be notified via an intermediate reply explaining the reasons for the delay in giving a definitive answer.
If the definitive answer to the investor complaint has not been communicated within ten working days after submission of the intermediate reply, the investor will receive a further notification clarifying the matter.
The investor can send an informal notification to Creutz & Partners, if he/she does not agree with the results and the measures taken by the customer complaint manager and stated in the definitive reply to the investor’s complaint.
In case the investor does not agree with the treatment or with the proposed solution concerning his/her complaint after receipt of the definitive answer, he/she can initiate an out-of-court complaint resolution procedure before the CSSF »Commission de Surveillance du Secteur Financier«, which is the supervisory authority of Creutz & Partners, about which Creutz & Partners will provide the investor with separate information.