YOUR THIRD PARTY MANAGEMENT COMPANY

Complaints

We pay a particular attention to our investors’ satisfaction and the protection of their interests holds a high priority for us.

Consequently, we have established a quick and simple procedure in order to grant each of our investors with the faculty to contact the Management Team easily, should one of them need or wish to express dissatisfaction as regards the quality and carrying out of the services rendered by Casa4Funds SA ("C4F"), its employees and/or Funds services providers.

How to complain?

We invite you to communicate to us free of charge your dissatisfaction and more generally any complaint that you may have by using the following channels:

By post: Casa4Funds SA
42, rue de la Vallée
L-2661 Luxembourg
Attn: Mr. Robert Zagorski, Head of Fund Services
By phone/fax: Phone: +352 27 726 104
Fax: +352 262 00 868
By email: complaints@casa4funds.com

 

For efficiency purposes, the following information shall be provided:

  • Evidence of your legitimacy to act (e.g. a Power of Attorney in the case where you act on behalf of an applicant or on behalf of a legal person, valid ID doc, etc.)
  • A detailed and chronological statement of the facts underlying the complaint

How will your complaint be handled?

You will receive an acknowledgement of receipt of your complaint within 5 Luxembourg business days of its receipt by C4F, and it shall be answered within one (1) month following the receipt date unless your complaint requires deepest investigation, what you would then be informed of without delay.

Faster handling will be facilitate by the use of the above mentioned dedicated email address, use of which we strongly advise.

The complaint handling is not satisfactory?

Should you, despite the care dedicated to your complaint, not receive an answer or a satisfactory answer within one (1) month from the date of sending of your written complaint, you will then be entitled, at the expiration of such delay, and within one (1) year after you filed your complaint with C4F, to apply for an out-of-court resolution of your complaint with the Commission de Surveillance du Secteur Financier (CSSF) as prescribed at the following link:

http://www.cssf.lu/en/consumer/complaints

If the case arises, C4F commits to have recourse to the out-of-court complaints resolution procedure to resolve the dispute.