Information on Submitting Suggestions and Complaints

Your opinion matters to us – because it helps us improve. We value your trust and take your concerns seriously. Your satisfaction is very important to us, which is why we take every message seriously – whether it is praise, criticism or a request. We work continuously to optimise our services; your perspective helps us do so.

Baumann & Partners S.A. (B&P) has established a qualified complaints office in order to carefully evaluate incoming suggestions and complaints and to process them promptly.

You can submit your concern 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 46

3. By email to the Complaints Management Office
   cmplntsbpml

In the regulatory sense, a complaint is understood to mean 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 complaint in the regulatory sense; however, we invite you to share your concerns with us.

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

In particular, the following information is important to us:

1. Details of the Complainant

• Name of the complainant or their legal representative
• Full address (country / city / street / house number / telephone / e-mail)
• 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 facts)
• Documents (evidence, documents, correspondence, etc.)

As soon as you have submitted a complaint, it will be processed by us. Processing is free of charge.

You will receive an acknowledgement of receipt within 10 Luxembourg business days.

Where necessary, we will also involve third parties in our investigation; in addition, the processing time may under certain circumstances be extended due to the complexity of your concern, in which case you will receive an interim response within one month of receipt of your complaint.

Should you not receive a satisfactory response, you may, as a second step, contact the complaints officer responsible for complaints, Mr Marius Gödert (marius.goedert@bpam.lu).

Should your concern not be resolved satisfactorily, you may, within one year from the date on which the complaint was filed, make use of the out-of-court complaint resolution procedure at the Luxembourg financial supervisory authority, the Commission de Surveillance du Secteur Financier (CSSF).

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

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

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/

B&P undertakes to strictly maintain the confidentiality and protection of your personal data in the context of processing complaints. 

In accordance with the applicable legal requirements, in particular CSSF Regulation 16-07, CSSF Circular 17/671, and taking into account the general data protection requirements of the General Data Protection Regulation (GDPR), the following principles apply to the complaints procedure:

• 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 about your data protection rights, please refer to [https://bpam.lu/de/datenschutz/ or https://bpam.lu/bpam/footer/Datenschutz.php ]. With regard to 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).