BlueBay Funds Management Company S.A. Complaints Handling Policy
In accordance with Article 15 (1) of CSSF Regulation 16-07, BlueBay Funds Management Company S.A. (“BlueBay”) has put in place procedures for the handling and review of Investor complaints and to ensure that such complaints are handled properly and are resolved in a prompt and timely manner, taking into account the Investor’s interests.
A complaint is a claim to recognise a right or redress an issue in terms of the services provided in relation to BlueBay’s Luxembourg funds. However, a request for information, clarification or service is not a complaint. Complaints may be submitted by telephone, delivered in person or in writing (either by mail or email) and can be made by Investors directly; or may be made through the Investor’s financial intermediary. A complaint may be submitted in any language.
Complaints should be directed by email to firstname.lastname@example.org or in writing to:
BlueBay Funds Management Company S.A.
4, Boulevard Royal
On receipt of a complaint BlueBay will promptly commence investigation and will acknowledge the complaint in writing within ten (10) business days. BlueBay will also notify the Investor of the person handling the complaint as part of the acknowledgement.
During the investigation of the complaint, BlueBay will regularly update the Investor in writing on the progress of the investigation at least within a month of the complaint being submitted to BlueBay.
BlueBay will handle all complaints in accordance with the following four principles:
- a transparent review process for the Investor;
- no additional fees will be incurred by the Investor as a result of the complaint;
- an objective approach; and
- timeliness of response.
Following the conclusion of BlueBay’s investigation, BlueBay will provide a written response to the complaint, notifying the Investor of the outcome of the investigation and the actions proposed to resolve the complaint.
If the Investor is not satisfied with the resolution or response given by BlueBay, the Investor can file a request for an out-of-court complaint resolution within 1 year of the date of filing with BlueBay, in accordance with the provisions of regulation no. 16-07 issued by the Luxembourg financial regulator (CSSF).
Commission de Surveillance du Secteur Financier
Département juridique II
Tel.: (+352) 26 25 1 - 1
Fax: (+352) 26 25 1 – 601