A complaint is an expression of dissatisfaction with FUND SOLUTIONS SCA on the part of a client with the aim of:
The CSSF state that a customer who submits a complaint is more likely to accept the response if it is seen that it has been taken seriously and handled professionally.
FUND SOLUTIONS SCA are required to have a complaints procedure in place. Where the complaint in passed to another department the customer should be advised the name and contact number of the person who will in future, be dealing with it.
A member of management should be designated as responsible for handling complaints. This person's name must be advised to the CSSF. Currently the designated member of management is Mr Christophe Cahuzac.
Complaints should be handled quickly and fairly. Where a complex case is received an initial acknowledgment should be sent together with a draft timetable.
Where a complaint is deemed not made in good faith, it is suggested by the authorities that FUND SOLUTIONS SCA ends the relationship with the customer in a planned and orderly manner.
The authorities intervention is always made in its capacity as a public authority. It does not intervene as a judge, arbitrator or ombudsman. Should a complaint be made to them, it will be referred back to FUND SOLUTIONS SCA with a request to see copies of any correspondence.
Where a customer has received a negative reply from FUND SOLUTIONS SCA, the Commission will request justification from FUND SOLUTIONS SCA for its conclusion.
The CSSF will then suggest the parties' meet and will forward their conclusion after reviewing all the papers.
If the parties still will not reach agreement the CSSF will inform the customer of the possibilities of legal action.
If one of the parties refers the matter to a tribunal, then the CSSF will cease involvement.