Complaints Handling Procedure
In accordance with the CSSF Regulation No. 16-07 relating to out-of-court complaint resolution, EQT Fund Management S.à.r.l. (EFMS) has established and implemented effective and appropriate procedures for the reasonable and prompt handling of complaints received from its investors, including the alternative investment funds it manages and their investors. Should you have any issue with our services, or should you wish more information on how complaints are handled by EFMS, please do not hesitate to contact our Complaints Handling Officer, in English or French, through the addresses below at your convenience, with the reference “Complaint”:
Alvin Sicre, Complaints Handling Officer
51A, Boulevard Royal
Telephone number: +352 26 73 26 62
Email address: firstname.lastname@example.org
Please make sure that the following information is provided to ensure a prompt handling of your complaint:
- Your identity and contact details;
- Reason(s) for the complaint;
- Where relevant, copies of any documentation supporting your complaint.
You will receive an acknowledgement of receipt in writing within ten (10) Luxembourg business days upon receipt, unless the answer itself is provided to you within this period. Should your complaint request further investigation, a response will be sent to you within one (1) month of the receipt.In case we are not able to answer you within this delay we will provide you with estimated timeline of our response.Finally, should the answer provided is not satisfying to you, please note that an out-of-court complaint resolution procedure exists with the Commission de Surveillance du Secteur Financier (www.cssf.lu).