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”), Amethis Investment Fund Manager S.A. (hereinafter referred to as “Amethis”) 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 Amethis 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 Amethis as client complaints.
Client complaints may be submitted in English or in French; they should be directed to Amethis either by email (complaint@amethis.com) or by post:
Amethis Investment Fund Manager S.A.
11-13, rue Jean Fischbach (Bâtiment E)
L-3372 Leudelange
Grand-Duchy of Luxembourg
Amethis will handle all client complaints in accordance with the following guiding principles:
On receipt of a client complaint, Amethis 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 Amethis, 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 Amethis. 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
The process described above applies in a similar manner to grievances on environmental or social issues related to our investments. We invite our stakeholders (internal and external) to contact us through the above-described channels if they have any complaints regarding these matters, or to raise any environmental or social issues with us.