۶Ƶ Luxembourg office

۶Ƶ FASL mainly provides services to Luxembourg domiciled structures, but also to legal entities located in other jurisdictions.

۶Ƶ FASL is a Professional of the Financial Sector (“PFS”) (under the Luxembourg law dated 5 November 1993 as amended from time to time supervised by the Commission de Surveillance du Secteur Financier (“CSSF”) and is authorised to carry out the following activities:

  • Professional providing Company Incorporation and Management Services (Art. 28-10);
  • Client Communication Agents and Administrative Agents of the Financial Sector (Art. 29-1 and Art. 29-2);
  • Registrar Agent (Art. 25) and;
  • Corporate Domiciliation Agents (Art. 28-9).

On 12 June 2023, Credit Suisse Group AG was merged into ۶Ƶ Group AG and the combined entity now operates as a consolidated banking group (the “Merger”). Funds administered by ۶Ƶ FASL receive various services and have banking relationships with consolidated subsidiaries of the former Credit Suisse Group AG, and as such these relationships and service providers may change in the future as a result of the Merger.

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Complaints handling description in ۶Ƶ Fund Administration Services Luxembourg S.A.

Client satisfaction

Potential clients and clients who are satisfied are prerequisite to the long-term and sustained success of ۶Ƶ FASL. However, despite our commitment and efforts to provide you with the best possible services, it may occur that you are not satisfied with our services or may encounter a specific problem.

۶Ƶ FASL is committed to promptly and thoroughly investigate any dissatisfaction from your side. The procedure detailed below will allow us to investigate any dissatisfaction from your side in line with the Luxembourg legal requirements. Management oversight of complaints is ensured through regular internal review and reporting.

A complaint can be any written, verbal or electronic communication from a (potential) client or investor to express dissatisfaction and can be submitted free of charge.

If you wish to express your dissatisfaction/complaint, do not hesitate to contact your Client Relationship Manager or any other direct contact within ۶Ƶ FASL. When contacting ۶Ƶ FASL with a complaint, please include the following details:

  • Your full name
  • Your role on the account (e.g. account holder or representative of a client, lawyer etc.)
  • Your contact details
  • Involved account number(s)
  • Information pertaining the complaint (detailed description of the facts underlying the complaint)
  • Relevant document(s) and/or correspondence
  • Any other detail(s) of relevance regarding your complaint.

If we are not able to provide you with an answer within a short time, an acknowledgement of your complaint will be issued, by letter or by any other durable medium (such as e-mail), within 10 (ten) working days from the date of receipt and we will inform you of an indicative timeline by when a response or resolution will be provided.

We are committed to provide you with an answer to your complaint within 1 (one) month upon receipt of your complaint, by letter or any other durable medium. In exceptional situations, where the answer to a complaint cannot be provided within the said timeframe for reasons beyond our control, we will send you a holding reply indicating the reasons for the delay and informing you of the alternative date at which the answer is likely to be provided. In any event, the deadline for receiving a final response shall not exceed 35 (thirty-five) working days.

Should you feel that you did not receive a satisfactory answer, you may appeal directly to the Client Complaint Handling Authorised Manager of ۶Ƶ FASL, namely to the Authorised Manager in charge of complaints who is registered towards the CSSF:

Mr. David Le Cloirec
Member of the Authorised Management of ۶Ƶ FASL
5 Rue Jean Monnet
L-2013 Luxembourg
Luxembourg
gg-enquiries-lux-client-services@ubs.com

Alternative dispute resolution entity (CSSF)

Commission de Surveillance du Secteur Financier (CSSF)
283, route d’Arlon
L-1150 Luxembourg
Postal Address: L-2991 Luxembourg
reclamation@cssf.lu

Out-of-court resolution of complaints

If, despite our best efforts, you remain unsatisfied with our response or have not received an answer to your complaint within the relevant timeframe (as indicated above), you may refer to the Luxembourg financial regulator according to the provisions of the CSSF Regulation N°16-07 and related CSSF Circular 17/671 (as amended by Circular CSSF 18/698) relating to the out-of-court resolution of complaints.

۶Ƶ is committed to co-operate in the investigation process and will provide the CSSF with a comprehensive, as possible, answer within the context of the handling of complaints and requests.