How we will deal with your complaint
LRI Invest S.A. views a complaint as a client’s expression of dissatisfaction about a service or product. We see complaints as opportunities to find out what we need to improve, as well as to rescue a client’s trust and confidence and recover that valuable relationship.
The LRI Invest S.A.’s Complaints Handling Policy has been developed to ensure that we achieve these important goals and also aims to promote a culture of fair treatment of clients, and comply with regulatory requirements.
Our aim
When dealing with your complaint, our aim is to be fair to you. If we find that you have suffered loss or inconvenience as a result of our error or omission, we will aim to return you to the position you would have been in had the error or omission not occurred.
Admissibility
Any initial contact with us to express a dissatisfaction can be made by phone, in person or in writing (regular mail or email). However, in order to be admissible, any complaint shall be addressed to us in writing for the attention of Complaints Handling Officer at the addresses mentioned in section “Get in touch” either in English, French or German. In case investors/clients from the European Union, the complaint may be lodged in an official language of their member state.
Confidentiality and data protection
Your complaint will be treated with the highest confidentiality standards and any personal data contained will be subject to the data protection principles and standards of the GDPR (Regulation (EU) 2016/679).
Our pledge
- We will acknowledge receipt of your complaint in writing, within 10 days of receipt, and will inform you of the name of the person in charge of handling your complaint.
- We will thoroughly investigate your complaint to ascertain all the relevant facts.
- We will endeavour to resolve your complaint as fairly as possible and at the earliest opportunity.
- Your complaint will be handled by employees who are suitably equipped and competent. If we need to use a third party administrator, we will use only those which we have approved, and we will oversee their activities to ensure that they meet LRI Invest S.A.’s Complaints Handling Standards and comply with our Complaints Policy.
- Within one month of receiving your complaint, we will report to you in writing on the outcome of our investigation, and, where your complaint is upheld, propose a fair resolution.
- If your complaint is particularly complex, it may take longer to investigate or to reach a final decision; in which case, we will still contact you in due time after receiving your complaint and will tell you when we expect to be able to provide a response.
If we cannot agree
- If you find the answer of our Complaints Handling Officer dissatisfactory, you shall contact the Conducting Officers, whose contact will be provided to you by the Complaints Handling Officer.
- If none of the internal escalation steps gave you satisfaction, there is also the option for further escalation to a dispute resolution provider (e.g. the Luxembourg Financial Regulator, ‘Commission de Surveillance du Secteur Financier’).
Information about alternative dispute resolution providers in Luxembourg can be found with the CSSF: https://www.cssf.lu/en/customer-complaints/
Get in touch
If you want to contact us about any aspect of your complaint, please raise it in the first instance with your usual contact at LRI Invest S.A. or to the following addresses:
- Via email to compliance-department@fundrock-lri.com
- Via post to LRI Invest S.A., Attention: Complaints Handling Officer, 9A, rue Gabriel Lippmann, 5365 Munsbach Luxembourg