Complaints must be either submitted in written form to EURIZON CAPITAL S.A., 8, Avenue de la Liberté, L-1930 Luxembourg, to the attention of the Compliance & AML Function, or sent by fax to the number +352494930349. Complaints may also be received by the Company through its authorized placing agents/distributors.
The Compliance & AML function is entrusted with the management of all complaints within a process that involves the participation of multiple offices so as to ensure a thorough analysis of the issues that generated the complaint. The complaints handling is delegated to the Compliance & AML function by the Board of Directors.
The Company must handle all complaints with the utmost diligence, transparency and objectivity and must communicate in writing to the investor, in a plain and easily comprehensible language and by mean of registered communication method with return receipt, its decision within 30 days from receipt of the complaint. Data and information concerning all complaints shall be stored in the complaint registry established by the Company. The rights and guarantees set forth by Luxembourg laws concerning the protection of subjects as regards the processing of personal information are hereby acknowledged.
In case of receiving no answer or no satisfactory answer at the level at which complaint was submitted in the first instance within the Company, the complainant is entitled to ask for reconsideration of the response rising the complaint up to the level of the Senior Management of the Company; such request should be made in writing to:
- Post: Ufficio di Direzione – Eurizon Capital S.A. – Avenue de la Libertè, 8 – L-1930 Luxembourg
- Fax to the number 00352 494930349;
- Website’s Contacts Section;
- Mail: firstname.lastname@example.org
Where the complaint handling did not result in a satisfactory answer for the complainant, s/he is entitled to resort to the Commission du Surveillance du Secteur Financier (“CSSF”), pursuant to the Law 17 February 2016 relating to the out-of-court resolution of complaints.
Related Regulation and documents may be found at the following CSSF link:
The relevant form in paper or digital format is available at the following links on the CSSF website:
Regulation of Eurizon Capital S.A. for the Management of Complaints, Petitions to Supervisory Authorities and Claims to Alternative Dispute Resolution Bodies