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Complaints dealing process

M&G International Investments S.A. developed a Complaints Handling Policy to ensure that any complaint our customers may have in relation to our products or our services are treated fairly, without undue delays and in line with applicable regulatory requirements.

 

How to file a complaint with us

All complaints must clearly indicate the customer’s contact details and include a description of the reason for the complaint. The complaints can be transmitted by email to your regular contact at M&G International Investments S.A. ("MGII Lux") or:

  • Via email to GOCS@mandg.com
  • Via post to the attention of Complaints Handling of M&G International Investments S.A. at:

    M&G International Investments S.A
    16 boulevard Royal,
    L-2449, Luxembourg,
    Grand-Duchy of Luxembourg

Complaints handling Process:

  • MGII Lux will acknowledge receipt of the complaint in writing, within 10 business days of receipt
  • MGII Lux will provide you with the contact details of the person in charge of handling your complaint.
  • MGII Lux will endeavor to resolve all the complaint as fairly as possible and at the earliest convenience.
  • Within one month of receipt the complaint, MGII Lux will inform you in writing on the results of our investigation and will propose you a solution.
  • In case of complex complaints, it may take longer to investigate or to find a solution. In this instance we will reach to you and will inform you when you can expect to receive an answer.
  • You have the possibility to escalate your complaint further to the Management of MGII Lux
  • MGII Lux will provide you with the contact details of the person responsible for the complaint handling on the Management level
  • You have a right for further escalation to a Luxembourg Financial Regulator, ‘Commission de Surveillance du Secteur Financier’. Information about out-of-counter complaints resolution in Luxembourg can be found on the CSSF’s web-site: http://www.cssf.lu/en/consumer/complaints/

If your complaint was not resolved to your full satisfaction by MGII Lux, you have a possibility to file a request for an out-of-court complaint resolution with the Commission de Surveillance du Secteur Financier (CSSF).

The CSSF is competent to receive complaints from customers of the professionals subject to its supervision and to act as an intermediary in order to seek an amicable settlement of these complaints (in accordance with the provisions of the CSSF Regulation N° 16-07 relating to out-of-court complaint resolution).

The request must be filed with the CSSF in writing, by post, by fax or by email, or online on the CSSF website.

Commission de Surveillance du Secteur Financier
Legal Department
283, route d’Arlon
L-2991 Luxembourg
Fax: (+352) 26 25 1 – 2601
Email: reclamation@cssf.lu

Information about out-of-counter complaints resolution in Luxembourg can be found on the CSSF’s web-site: http://www.cssf.lu/en/consumer/complaints/

For Investment Professionals only. Not for onward distribution to any other type of client. No other persons should rely on the information contained on this website. Content should therefore be shared responsibly with other investment professionals. The value of investments will fluctuate, which will cause fund prices to fall as well as rise and you may not get back the original amount you invested.