Swisscanto Asset Management International S.A. has devised an effective and transparent internal procedure for appropriate and prompt handling of investor complaints, which has been implemented within our organisation.
We consider investor complaints to be any queries received by Swisscanto Asset Management International S.A.'s marketing partners or investors. These typically feature a substantive expression of dissatisfaction with Swisscanto Asset Management International S.A.'s services or products and a resulting (or potentially resulting) financial loss or other substantive dissatisfaction.
Investor complaints need not take any particular form, so they may be submitted verbally, in writing, or in another format. However, for written complaints, we require the complainant to provide their identity as well as postal or electronic contact details. The information transmitted in this way will be treated in confidence.
All complaints are immediately forwarded to a central department which is responsible for a timely and appropriate response to the query. All Swisscanto Asset Management International S.A. employees are obliged to assist with rapid handling of the matter as required. The aim is to provide an answer to less complex queries within three working days of receipt. For queries requiring greater clarification (if third parties are involved) the aim is to confirm receipt to the customer and set out what is likely to happen next within two working days. If the complaint process does not lead to a satisfactory result, an out-of-court settlement within the meaning of CSSF Ordinance 16/07 dated 11 November 2016 may be possible. Detailed information regarding this process may be downloaded from the following website:
Swisscanto Asset Management International S.A.'s general management are immediately notified of investor complaints which entail a substantial risk or risk to our reputation. Any action which general management decides to take in this regard will be immediately implemented in accordance with the guidelines.
Please contact us by e-mail for investor complaints about financial investments, for matters relating to your personal retirement planning, or regarding Swisscanto Asset Management International S.A. funds.
Last update: March 2017