Complaints Handling Process: Palmer Fund Services (Luxembourg) S.A.

Palmer Fund Services (Luxembourg) S.A. (“Palmer”) makes every effort to conduct its business in a way that avoids complaints. Where a complaint does arise, we are committed to handling it properly and resolving it promptly, while keeping your interests at the centre of the process.

How to make a complaint

A complaint can be made verbally or in writing. If made verbally, we will ask you to confirm it in writing or by email so we can investigate it properly. Your complaint should include:

  • your name and address;

  • the date of the complaint; and

  • a clear description of its nature, together with any supporting information or documentation.

Please send your complaint to our complaint handling officer:

Raffaela Mirai

Email: Raffaela.Mirai@palmerfs.com

Telephone: +352 279 404 31

Address: Galileo Center, 7 rue Lou Hemmer, L-1748 Luxembourg

Complaints may be submitted in English, French, or German.

What happens next

  • We will send you a written acknowledgement of receipt within 48 hours of receiving your complaint, confirming the name and contact details of the person handling your case.

  • We will investigate your complaint thoroughly and provide a response in plain, easily understandable language, generally within one month of receipt. Where we cannot meet this timeframe, we will explain the reason for the delay and let you know when you can expect our answer.

If you disagree with our response

If you are not satisfied with our response, you may submit a written objection, clearly stating your reasons, to any member of Palmer's Board.

Referring your complaint to the CSSF

If you remain dissatisfied following the Board’s response (or do not receive a satisfactory response), you may refer your complaint to the Commission de Surveillance du Secteur Financier (CSSF), Luxembourg's financial sector regulator, under its out-of-court complaint resolution procedure (CSSF Regulation N° 16-07 and Circulars CSSF 17/671 and 18/698). Please note that any such request must be submitted to the CSSF within one year of the complaint first being filed with Palmer.

Further detail is available in CSSF Regulation N° 16-07.