Storebrand SICAV Complaints Policy
Please read the full contents of the Storebrand SICAV Complaints Handling Policy.
1. What is a complaint?
A complaint is an expression of dissatisfaction made to the complaints handling officer that is related to the Fund or services provided and where a response or resolution is explicitly expected by the complainant.
2. How to make a complaint?
A complaint must be made in writing (post or email). The complainant shall explain in detail the facts behind the complaint, providing all relevant supporting documentation if applicable. The complaint will be reported to the designated Complaints‘ handling Officer, who is an independent board member of the Fund.
If sending the complaint by post, it should be sent to the following address:
6, rue Lou Hemmer
Grand Duchy of Luxembourg
For complaints by email, please send to: firstname.lastname@example.org.
When making a complaint, please provide the following information:
- Name, position and contact details
- Relationship with the Fund
- Contact(ed) person and if applicable, details of a person involved
- A written summary of the complaint (including the date of occurrence)
- Copies of any documentation supporting the complaint
There will be no charge to the complainant for making a complaint;
Personally identifiable information concerning the complainant is actively protected from disclosure unless the complainant expressly consents to its disclosure.
Each complaint is addressed in an equitable, objective and unbiased manner through the complaints-handling process.
4. Complaints handling process
The complainant shall receive an acknowledgement within 10 business days after receipt and information regarding the follow-up. A final written response will be sent to the complainant no later than one month after receipt of the complaint. Where a response cannot be provided within the prescribed period of xx, the complainant will be informed of the cause for the delay with an indication of the date by which the investigation will be completed and a final response issued.
5. Recourse to CSSF's out-of-court resolution of complaints
Where the complainant did not receive a satisfactory resolution within one month after receipt of the complaint, he/she may file an out-of-court resolution request to the CSSF within one year after he/she filed his/her complaint.
The request must be filed with the CSSF in writing, by post, by fax, by email (to the address/number available on the CSSF website), or online on the CSSF website. In order to facilitate the filing of a request, the CSSF publishes a form on its website.
A detailed procedure for such resolution will be made available to the complainant upon request.