Cafico Corporate Services (Luxembourg) S.à r.l. (the “Company”) has implemented the following procedure in order to provide a clear process for customer complaints compliant with CSSF Regulation No. 16-07.
All complaints should be made in writing to the Company’s contact for complaint handling:
Cafico Corporate Services (Luxembourg) S.à r.l.
Attn: Patrick Robinson
10 Rue des Capucins
Upon receipt of the complaint, it is the Company’s policy to record the complaint within its register of complaints. This register may be consulted by the Luxembourg regulator, the Commission de Surveillance du Secteur Financier (“CSSF”), or by the Company’s auditors, upon request.
It is the Company’s policy to issue a letter of acknowledgement to the complainant within 5 business days of receipt of the complaint, indicating the name and contact details of the person dealing with the complaint.
Within a period of one month, the Company will issue a letter to the complainant with a final response to the complaint. This letter will outline the results of the Company’s investigations and any further actions required in order to resolve the complaint. In the event that there are delays on the conclusion of the final investigations, the Company may issue a letter advising of the causes for delay and a proposed date when a final response will be provided.
In the event that the complainant deems that the complaint is not resolved to a satisfactory level, or that a response has not been received within one month of the complaint submission, in accordance with CSSF Regulation No. 16-07 Art.5(2), the matter may then be referred to the CSSF, using one of the following options: