Information on Submitting Suggestions and Complaints

Your opinion is important to us—it helps us improve. We value your trust and take your concerns seriously. Your satisfaction is very important to us; therefore, we take every message seriously, whether it is praise, criticism, or a request. We are constantly working to optimize our services, and your perspective helps us in this endeavor.

Baumann & Partners S.A. (B&P) has established a qualified complaints department to carefully evaluate and promptly address incoming suggestions and complaints.

You can present your concerns through various reporting channels:

1. By mail to
   Baumann & Partners S.A.
   Complaints Management
   5, Heienhaff
   L-1736 Senningerberg

2. By phone to the Complaints Management Officer
   00352/24 69 35 49

3. By email to the Complaints Management Office
   cmplntsbpml

A complaint in the regulatory sense is an expression of dissatisfaction with:

• A service or action on our part,
• An investment product,
• Or the business practices of our company or employees.

A mere request for information or a general expression of opinion does not constitute a regulatory complaint. However, we invite you to communicate your concerns to us.

To process your concern promptly and efficiently, it is important that you describe the circumstances underlying your complaint in as much detail as possible and provide us with all the necessary documents. 

The following information is particularly important to us:

1. Details of the Complainant

• Name of the complainant or their legal representative
• Complete address (Country/City/Street/House Number/Phone/Email)
• Date of the complaint

2. Details of the Complaint

• Type of complaint (customer complaint, service provider complaint, etc.)
• Description of the complaint (summary of the circumstances)
• Documents (proof, documents, correspondence, etc.)

Once you have submitted a complaint, we will process it. Processing is free of charge. You will receive a confirmation of receipt within 10 business days in Luxembourg. If required, we will also involve third parties in the research. Due to the complexity of your issue, the processing time may be extended, and you will receive an interim notice within one month of receiving your complaint.

If you do not receive a satisfactory response, you can take a second step by contacting the Complaints Officer, Mr. Ansgar Eckert (ansgar.eckert@bpam.lu). If your issue is not resolved satisfactorily, you can use the procedure for out-of-court resolution of complaints at the Luxembourg financial supervisory authority, Commission de Surveillance du Secteur Financier (CSSF), within one year from the date the complaint was lodged.

The written request for out-of-court resolution of the complaint can be sent by mail to:

Commission de Surveillance du Secteur Financier
Département Juridique CC
283, route d’Arlon
L-2991 Luxembourg

or by fax
00352 26 251 2601

or by email
reclamation@cssf.lu

For further information on the out-of-court resolution of complaints, please refer to the following link:
https://www.cssf.lu/en/customer-complaints/

Other possible consumer dispute resolution bodies can be viewed at:
www.ec.europa.eu/consumers/odr

B&P is committed to strictly safeguarding the confidentiality and protection of your personal data in the context of complaint processing. According to applicable legal regulations, particularly Regulation CSSF 16-07, CSSF Circular 17/671, and considering the general data protection requirements of the General Data Protection Regulation (GDPR), the following principles apply in complaint handling:

• B&P ensures the confidentiality of:
• Your identity as the complainant,
• The identity of any individuals mentioned in the complaint,
• All other personal information in the context of processing.

• Personal data will be stored only as long as it is necessary and proportionate to fulfill the purposes of complaint processing and to comply with legal or regulatory retention obligations.

• For detailed information on your data protection rights, we refer you to our Data Policy. Regarding the handling of your personal data in the context of a complaint, you can contact our Data Protection Officer at any time at (datenschutz@bpam.lu).