A complaint is defined as a written expression of dissatisfaction received by post and addressed to the Compliance Department.
Accordingly, simple requests for information or explanations are excluded from the scope of complaints. Similarly, requests concerning the modification of personal data or the closure of an account are not considered complaints.
In accordance with the General Terms and Conditions, and without prejudice to any legal action, the Client may first contact their designated account manager at DIVERSIFIED ASSET MANAGEMENT S.A. (Tel.: +352/28.99.50.50) in the event of a complaint.
If the Client is not satisfied with the response provided, they may send a written complaint to:
DIVERSIFIED ASSET MANAGEMENT S.A.
26, Boulevard Royal
L-2449 Luxembourg
Grand Duchy of Luxembourg
Complaint Processing Timeframes:
- Acknowledgment of receipt: within 5 business days from the date of receipt of the complaint
- Response to the Client: within 15 days from the date of receipt of the complaint
If the Client is not satisfied with the response received, they may contact the Commission de Surveillance du Secteur Financier (CSSF) by sending a letter to its head office at:
Commission de Surveillance du Secteur Financier (CSSF)
Département Juridique CC
283, route d’Arlon
L-2991 Luxembourg