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COMPLAINTS POLICY

COMPLAINTS POLICY

In accordance with Article 15 (1) of Regulation n°16-07 relating to the out-of-court complaint resolution issued on October 26th, 2016 by the “Commission de Surveillance du Secteur Financier” (hereinafter referred to as the “CSSF”), Kartesia Management S.A. (hereinafter referred to as “Kartesia”) has designed and implemented a process for the handling of client complaints intended to ensure that these complaints are dealt with properly and are resolved in a prompt and timely manner, taking into account the clients’ interests.
A complaint is considered as such only if and when a client has expressed in writing some dissatisfaction in connection with its investments into the investment funds of which Kartesia is the alternative investment fund manager (hereinafter referred to as the “Funds”).
Basic information requests as well as expressions of dissatisfaction about circumstances of minor significance in respect of the Funds and which are solved by an initial contact are not regarded by Kartesia as client complaints.
Client complaints may be submitted in English or in French; they should be directed to Kartesia either by email complaints@kartesia.com or by post:

Kartesia Management S.A.
19-21 route d’Arlon
L-8009 Strassen
Grand-Duchy of Luxembourg

 

Kartesia will handle all client complaints in accordance with the following guiding principles:
•    All interaction with clients will be handled by Kartesia in a courteous and service-orientated manner.
•    Kartesia aims to find solutions which are satisfactory to both clients and itself.

On receipt of a client complaint, Kartesia will acknowledge the complaint in writing within ten (10) business days. A response will be sent to the client within one (1) month of receipt of the complaint. In cases where this is not possible, the client will be informed of the reasons for the delay and given a likely date by which a response can be expected.
If the client is not satisfied with the response given by Kartesia, he/she/it can file a request for an out-of-court complaint resolution with the CSSF within one (1) year of the date of filing with Kartesia. Such request must be submitted in writing either by email reclamation@cssf.lu or by post:

Commission de Surveillance du Secteur Financier Département juridique, Service juridique ‘Protection des consommateurs/ criminalité financière
283, route d’Arlon
L-1150 Luxembourg
Grand-Duchy of Luxembourg