Information on complaints management and dispute resolution Dear investor,
The satisfaction of our customers is of prime importance to us. Our goal is to offer a high standard of quality and the best possible service for our customers. If you are not satisfied with our service, please let us know by providing your contact details (name, address, telephone number or e-mail address). Various contact options are available to you for this purpose:
Complaints can be submitted to the following address:
klimavest@commerzreal.com Alternatively, you can submit your complaint in writing to the following address:
Commerz Real Fund Management S.à r.l. 8, Rue Albert Borschette
L-1246 Luxembourg
Depending on your wishes, the business language for your request is generally German or English or the official language of the country in which a fund underlying the complaint is distributed.
Your complaint will be forwarded to an employee responsible for complaint management as soon as it is received, who will record it and ensure that your complaint is processed promptly.
You will receive a written confirmation of receipt of your complaint within ten working days, unless a reply has already been sent within this period.
Received complaints are analysed and processed with the support of the respective specialist department. A reply will be sent within one month of receipt of your complaint. If it becomes apparent that the processing will take longer, you will receive an interim notification that will inform you of the reasons for the delay and the expected processing time for your complaint.
If you are not satisfied with how your complaint is handled, you can contact the Board of Management of Commerz Real Fund Management S.à r.l. in writing at the above address. Our aim is to provide a swift resolution to any issues and to find satisfactory solutions. This service is, of course, free of charge.
Your Commerz Real Fund Management S.à r.l.
Information on consumer arbitration bodies:
Commerz Real Fund Management S.à r.l. is regulated by the Luxembourg Commission de Surveillance du Secteur Financier ("CSSF"). The CSSF is responsible for handling certain customer complaints against the entities it supervises. For this purpose, the CSSF acts as an intermediary with the aim of obtaining out-of-court settlement of disputes between the complainant and the company. In its role as an out-of-court dispute settlement body, the CSSF acts in accordance with the European provisions on out-of-court settlement of consumer disputes implemented in national Luxembourg law and introduced into the Consumer Protection Act in 2016, and further specified by CSSF Regulation no. 16 – 07 on out-of-court settlement of complaints.
A prerequisite for the opening of proceedings for the out-of-court settlement of complaints before the CSSF is the prior notification of the complaint to Commerz Real Fund Management S.à r.l. and the absence of a confirmation of receipt or the receipt of an unsatisfactory statement by Commerz Real Fund Management S.à r.l. . Unless an unsatisfactory statement has already been made, the CSSF application may be made to the CSSF at the earliest one month after the complaint has been sent to Commerz Real Fund Management S.à r.l. and at the latest within one year of the complaint being submitted to Commerz Real Fund Management S.à r.l.
The complaint must be sent in written form (e.g. by letter, fax or e-mail) to:
Commission de Surveillance du Secteur Financier
Département Juridique Protection des consommateurs/Criminalité financière (JUR-CC)
283, route d’Arlon L-2991 Luxembourg
Tel.: +352 26 25 1 - 2574
Tel.: +352 26 25 1 - 2904
Fax: +352 26 25 1 – 2601
E-mail: reclamation@cssf.lu
The application can also be made via the CSSF website.
An application form is available on the CSSF website (
www.cssf.lu/de).
Further information on the course of the proceedings can be found in CSSF Regulation no. 16 – 07 on out-of-court settlements of complaints.
Please understand that we do not participate in the conciliation proceedings of other conciliation bodies.