Compliance

Principles for Processing Complaints

Golding Capital Partners handles complaints with the care, transparency and objectivity required, and also endeavours to find the truth of the matter concerned.

How do I file a complaint?

Complaints can be sent to Golding Capital Partners at any time. They do not have to be made in any particular way. Golding Capital Partners has set up a central point for processing complaints, which can be contacted using the following details:

Complaints should contain at least the name and contact details of the complainant, a short description of the matter on which the complaint is based, as well as a brief explanation of the purpose the complaint is intended to achieve. 

How does the complaint process proceed?

The complainant receives a written or electronic confirmation of receipt once the complaint has been received as well as the name and contact details of the person who is responsible for processing the complaint and an expected processing time. The complainant can contact the person named throughout the entire complaints process.

Golding Capital Partners has set itself the goal of answering complaints within ten working days. If, by way of exception, it is not possible to resolve the matter completely within this period, the complainant receives an interim notice giving the reasons for the delay and the expected conclusion of the investigation. If the complaint cannot be remedied, the complainant receives a written or electronic communication giving a reason why the complainant’s request cannot be satisfied.

What should I do as a complainant if I do not receive a satisfac-tory answer?

If the complainant either does not receive a satisfactory answer or does not receive a confirmation of receipt within ten working days or does not receive an answer within a month, the complainant has the option of resubmitting the complaint to the Executive Board using the following contact details:

  • Golding Capital Partners GmbH · Geschäftsleitung
    Einsteinstraße 172 · D-81677 Munich

or

  • Golding Capital Partners (Luxembourg) S.A. · Geschäftsführung
    6, avenue Marie-Thérèse · L-2132 Luxemburg

The complainant can also take the complaint to the Federal Financial Supervisory Authority (BaFin). More de-tailed information is available on the website of the German Financial Supervisory Authority:

Website of the German Financial Supervisory Authority

If the complainant has received neither a satisfactory answer nor a confirmation of receipt within a month of sending a written complaint to the Executive Board, the complainant can submit an application to the Commis-sion de Surveillance du Secteur Financier (CSSF) for an out-of-court settlement of the complaint. More detailed information is available on the website of the Luxembourg Financial Supervisory Authority:

Website of the Luxembourg Supervisory Authority