(As of September 2019)
Our top priority is to perfectly satisfy our investors. That is why we offer you a way to address your critique and complaint. Universal-Investment-Luxembourg S.A. (hereinafter “UI-Luxembourg”) has set up a process and contact point for complaint management. You may send your complaints in writing by mail or electronically via email to UI-Luxembourg.
Complaints via email may be addressed to Beschwerdemanagementfirstname.lastname@example.org.
Complaints via mail may be sent to:
15, rue de Flaxweiler
L-6776 Grevenmacher Luxembourg
Complaints are accepted in English of German language. The processing of complaints is free of charge for investors.
The aim of UI-Luxembourg’s complaint management is to ensure the appropriate and timely processing of investor complaints.
As soon as we receive your complaint, we will store it electronically by our complaint management and process it immediately. You will receive a confirmation of receipt within ten working days.
We will give notice to you about the outcome of our analysis after one month of receipt of your complaint at the latest. If the handling process materializes to take any longer, you will receive an interim reply.
If you are not satisfied with the handling of your complaint, you can additionally contact the responsible managing director, Mr. Matthias Müller, in writing.
On condition that your complaint has not been solved or an interim reply has not been sent within one month after addressing your complaint to the company, you may request an out-of-court resolution of complaint at the Luxembourg Financial Supervisory Authority Commission de Surveillance du Secteur Financier ("CSSF") (see www.cssf.lu ). This procedure is based on CSSF Regulation 16-07. The complaint can be sent by mail to
Commission de Surveillance du Secteur Financier
Département Juridique CC
283, route d’Arlon
by fax (+352 26 251 601) or by email (email@example.com). A request for an out-of-court resolution of complaint at the CSSF shall be admissible no longer than one year after the original filing with UI-Luxembourg.
This policy is reviewed and published by UI-Luxembourg at regular intervals.