Complaints procedure for clients of International Fund Services & Asset Management S.A. (ifsam)Our clients’ satisfaction is dear to our hearts. Should there nevertheless be grounds for complaint, ifsam has established a procedure for addressing your concern.
Please submit your complaint in writing to:
1) International Fund Services & Asset Management S.A.
25, rue Edmond Reuter
We will respond to any complaints without delay, however within 5 days at the latest. If it is impossible to resolve the complaint in that time, ifsam will give you interim feedback within the aforementioned period, which will include details of the reasons for the delay as well as information as to when ifsam’s investigation is likely to be completed.
In the event of an unsatisfactory response by the staff member responsible for the complaint you can, in a second step, write to Mr Luc Duarte, the director in charge of handling complaints. In so far as you do not receive any satisfactory response within one month of sending your complaint to the management of ifsam, your third-step option is to file a request for out-of-court complaint resolution by the Commission de Surveillance du Secteur Financier (CSSF). More information on this is to be found on the website of the CSSF in the Consumer section under the heading Customer complaints or the following link: http://www.cssf.lu/en/consumer/complaints/
Contern, September 2019