Complaints Handling Policy Luxembourg

How to file a complaint

If you have cause to complain to GAM, we will endeavour to resolve any concerns fairly, effectively and promptly.

Please ensure that your complaint contains a detailed description of events as well as your contact details. You may address your complaint, in writing, either directly to your Relationship Manager or to your Financial Intermediary for further transmission to the appropriate Relationship Manager within GAM. GAM will try and resolve your complaint within 2 to 10 business days. Where this is not possible and for more complex complaints which require further investigation:

• We will send you a written acknowledgement within 2 to 10 business days.
• We will aim to provide full resolution of your complaint within 1 month of receipt. If we are unable to resolve your complaint within 1 month of receipt, we will send you a letter explaining why we are not in a position to do so, as well as an indication of when we will make further contact.

You may escalate any complaint previously sent to your Relationship Manager directly to GAM (Luxembourg) S.A. via email or letter:

E-mail: Lux_Legal_Compliance@gam.com

Mail: GAM (Luxembourg) S.A, Conducting Officer – Head of Compliance; 148-150, Boulevard de la Pétrusse, L-2330 Luxembourg

The Luxembourg financial dispute resolution body: Commission de Surveillance du Secteur Financier (“CSSF”)

If you are dissatisfied with the way we will have handled your complaint, you may refer the matter to:

E-mail: reclamation@cssf.lu

Mail: Commission de Surveillance du Secteur Financier (CSSF); Département Juridique CC, 283, route d'Arlon, L-2991 Luxembourg

The CSSF can only consider a case when GAM’s own complaints procedure has been exhausted and provided you refer your case within 1 year of your first filling with GAM. Please visit their website for full instructions on how to file a complaint and access their complaint form: https://www.cssf.lu/en/customer-complaints

Both the processes of filing a complaint with GAM or with the CSSF are free of charge.