• Home
  • Complaint Management

Complaint Management

 

Notice concerning complaint management

  

Baumann & Partners is a client-oriented asset management company that is open and transparent. We attach great importance to maintaining a trusting relationship with our clients, who are our most important asset.

 

If you are ever dissatisfied with our service, our top priority is to rectify this situation as quickly as possible and/or to find an amicable solution.

 

You have the following options for submitting a complaint to us.

  • Contact your account manager

Please report your concern to your account manager, who will address the issue and try to resolve it quickly and amicably.

  • Contact us via our website

You can directly input your issue via https://www.baumannandpartners.lu/de/kontakt-de. Your complaint will then be forwarded to the complaint manager.

  • Contact via fax

You can also send us a fax with a description of the issue to +352 24 69 35 - 35. Please specify “Complaint Management” as the addressee at B&P.

  •  Contact via post

To contact us via post, please use the following address:

Baumann & Partners S.A. 145 / Complaint management / 145, rue de Trèves / L-2630 Luxembourg

 

When you contact us, please describe the circumstances of your complaint and enclose all relevant information and, if applicable, other relevant documents with your complaint.

 

To ensure that your complaint is processed quickly and efficiently, please provide us with your identity, address details, account/deposit number and the subject of your complaint. We will use this data solely for the purpose of processing your complaint.

 

We will process your request as quickly as possible. If your complaint has not been resolved within ten working days of receipt, an acknowledgement of receipt will be sent to you, providing the contact details of the person responsible for processing your complaint. You will then receive a reply within a period of 30 days.

 

Certain complaints can be complex and may require a longer processing time. If this is the case, we will keep you informed of the situation and let you know when we expect to inform you of the result of our analysis.

 

If we have ever failed to deal with your concern to your satisfaction, you can write to Achim Kochsiek, the Managing Director at Baumann & Partners S. A. responsible for complaint management.

 

Use of the out-of-court complaint resolution procedure with the Luxembourg Financial Supervisory Authority (Commission de Surveillance du Secteur Financier – CSSF)

 

If you are not satisfied with the response of our Managing Directors, you can make use of the out-of-court complaint resolution procedure with the Commission de Surveillance du Secteur Financier (CSSF). Complaints must be lodged with the CSSF within one year of the date on which the complaint was first lodged with us.

You can find information on how to lodge a complaint on the CSSF website:

https://www.cssf.lu/en/customer-complaints/    

 

You can also send the completed CSSF complaint form by post to the following address:

 

Commission de Surveillance du Secteur Financier

Département Juridique CC

283 route d’Arlon

L-2991 Luxembourg

 

 Baumann & Partners S.A.