Fund Manager

Complaint handling

The Fund Management Company accepts oral complaints at any business premises open for investors, in business hours; complaints made via the phone are received at least on one working day a week, between 8 a.m. and 6 p.m., and via electronic access (by providing an appropriate alternative contact in case of system breakdowns).

The Fund Management Company shall assess any oral complaints immediately and rectify them as necessary, subject to the following exemption. If the complainant disagrees with the complaint handling, the Fund Management Company shall take up a written record of the complaint and its position on it and hand a copy of it to the complainant if the complaint was made orally; for oral complaints communicated via the phone, it sends it to the complainant, together with its position, otherwise it follows in line with the provisions applicable to written complaints.

If the prompt examination of the complaint is not possible, the Fund Management Company shall take up a written record of the complaint and hand a copy of it to the complainant if the complaint was made orally; for oral complaints communicated via the phone, it sends it to the complainant, together with its position, otherwise it follows in line with the provisions applicable to written complaints.

The Fund Management Company shall send its reasoned position to the complainant within 30 days following the communication of the complaint.

In the event of rejecting the complaint, the Fund shall inform the complainant in its reply that he can initiate the procedure of the NBH or the Financial Arbitration Board, depending on the nature of the complaint; furthermore, the postal address of the NBH and the Financial Arbitration Board must be specified.

The Fund Management Company shall keep the complaint and the reply given to it for three years and present it to the NBH upon request.