Pursuant to CSSF Regulation Num. 16/07, Global Evolution Manco has adopted a procedure for the handling of customer complaints and enquiries.
The CSSF Regulation N° 16-07 provides with two levels in the complain process: the complaint needs to be firstly addressed to Global Evolution Manco and, if Global Evolution Manco answer does not satisfy the Complainant, the Complainant may be able to address the complaint to the CSSF.
Complaint to Global Evolution Manco
In order to be valid, the complaint needs to be formalized in written even if it has been made firstly over the phone.
Making a complaint
The Complainant shall provide Global Evolution Manco with a formal written document having the following information:
- A valid identity document (in case of a legal entity, a constitutive document or a register excerpt of the legal entity and details regarding its legal representatives) together with the contact details of the Complainant;
- Evidence of the Complainant legitimacy to act (by example a valid proxy in the case the Complainant acts on behalf of a legal person, etc.); and
- A detailed and chronological statement of the facts underlying the complaint together with all relevant supporting documentation.
Filing of the complaint
The Complainant must address a written complaint, in the first instance, to the officer internally in charge of the Complaints Handling within Global Evolution Manco:
Global Evolution Manco S.A.
Att. Complaints Handling officer
6B, route de Treves
Grand-Duchy of Luxembourg
Handling of the complaint
Upon reception of the complaint, Global Evolution Manco will record the relevant details, including the date and time of receipt. Global Evolution Manco will issue a written acknowledgement of the receipt of the complaint to the Complainant within 10 (ten) Luxembourg business days unless the complaint has been fully resolved within the intervening period or if the complaint requires deepest investigation.
In accordance with the CSSF Regulation 16-07, Global Evolution Manco will provide the Complainant with a written explanation of the outcome of the investigation and any actions taken to solve the complaint.
If an answer cannot be provided within reasonable timescale, Global Evolution Manco will inform the Complainant of the causes of the delay and indicate the date at which a response is likely to be provided.
More information about the Complaint Policy is made available by the Management Company in hard copy free of charge to the investors, upon request.