Complaints Management
ADREALIS Service Kapitalverwaltungs- GmbH / information concerning complaint management
The satisfaction of our customers is extremely important to us. Which is why we take special care in treating their complaints. ADREALIS Service KVG has put in place effective, transparent procedures to make possible an appropriate and rapid processing of complaints. This complaint management system also enables us to fulfil all relevant legal requirements. In addition, the comments we receive from you help us to continue improving all our methods and processes.
A complaint is any expression of dissatisfaction addressed by a natural or legal person (complainant) to a regulated entity in connection with its business activities.
For you, as an investor, lodging a complaint with ADREALIS Service Kapitalverwaltungs-GmbH is free of charge. You can submit your complaint, with your name and the reason for the complaint in the following ways, either in writing or as text, and where applicable, together with the requisite documentation:
Online – by filling in the online form under Imprint/contact
By email – Send your email to service@adrealis-kvg.de
By telephone – We can be reached from Monday through Friday from 9 am to 6 pm on + 49 (0) 89 2620 222 0
By post – by sending a letter to:
ADREALIS Service Kapitalverwaltungs-GmbH
Maximiliansplatz 12
D-80333 Munich
Should we be unable to help you immediately with your complaint, following its receipt, it will be documented and then processed within an appropriate time period, normally within fourteen calendar days. The same applies to complaints received by custodians, consultants, trustees or account managers: these will be forwarded without delay to ADREALIS Service Kapitalverwaltungs-GmbH. Depending on the substance of your complaint, our internal complaint management department may be able to complete processing your complaint within a shorter period. In the exceptional case that, e.g., due to the complexity of the issue involved, it will not be possible to complete processing within the aforementioned term, an interim notification will be sent to you, confirming receipt of your complaint and indicating the current status of processing and when we expect to send you our response.
In the event that we have been unable to find a solution that is satisfactory to you, you also have the option of contacting one of the following arbitration bodies:
BaFin Arbitration Board
The Arbitration Board of the BaFin handles conflicts involving financial services. The contact details are as follows:
Schlichtungsstelle bei der
Bundesanstalt für Finanzdienstleistungsaufsicht
Referat ZR 3
Graurheindorfer Straße 108
D-53117 Bonn
Tel.: +49 (0) 228 – 41 08 0
Fax: + 49 (0) 228 – 41 08 – 62 29 9
Email: schlichtungsstelle@bafin.de
Arbitration Board of the Bundesbank
The Arbitration Board of the Bundesbank is an official arbitration body for consumers. The scope of its competence is prescribed by law. Further, it is only competent where no recognised private arbitration body for consumers is competent to handle the conflict in question. The contact details are as follows:
Deutsche Bundesbank
Schlichtungsstelle
Postfach 10 06 02
D-60006 Frankfurt
Tel.: +49 (0) 69 – 95 66 – 32 32
Fax: + 49 (0) 69 – 70 90 90 – 99 01
Email: schlichtung@bundesbank.de
European Online Dispute Resolution Platform
The European Commission has established a European Online Dispute Resolution Platform (ODR Platform), whose internet address is http://ec.europa.eu/consumers/odr. The OS Platform can be used by a consumer for purposes of the extrajudicial resolution of a conflict issuing from an online agreement with a company based in the EU. Kindly use the following link:
Handling of Conflicts of Interest
ADREALIS Service Kapitalverwaltungs-GmbH sets up and manages investments in material assets for investors. We have taken precautions designed to ensure that any potential conflicts of interest between us, our management, our personnel or any other third parties directly or indirectly associated with us through a control structure and you or between the investors among themselves do not have any adverse affect on investors’ interests. Basic principles for identification and handling of conflicts of interests are set out within a guideline.
Information regarding the Principles of Order Execution
Closed-end retail investment funds are issued at a predetermined price that is not dependent on the date of acquisition. Acceptance of subscription is uniformly completed by the office defined in the declaration of subscription of the AIF.
DISCLAIMER
Liability for Content
The content of our website has been compiled with meticulous care. However, we cannot guarantee that the content is accurate, complete and up-to-date. As service providers, we are, pursuant to section 7 par. 1 of TMG (German Telemedia Act), liable for our own content on these pages in accordance with general laws. Pursuant to sections 8 to 10 of TMG, we are, however, not obligated to monitor third party information provided or stored on our website, or to investigate any circumstances that may be signs of illegal activities. The obligation to remove or block the use of information in compliance with generally applicable laws shall remain unaffected by this. Our liability in this regard shall only commence at the time we become aware of the respective violation. We shall, however, promptly remove any content upon becoming aware that it violates the law.
Liability for Links
Our website contains links to websites of third parties, the contents of which is beyond our control. We can, therefore, not assume any liability for such external content. In all cases, the provider or operator of the linked websites is liable for the content of the information provided. The linked websites were checked at the time when the links were placed but no infringements of the law were recognisable to us at that time. However, permanent monitoring of the contents of linked pages is unreasonable without definite indications of a violation of law. As soon as we become aware of any infringement of the law, we will immediately remove the relevant link.
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For US citizens
The information and investment funds presented on the website are not intended for distribution in the United States of America or to US persons. For this reason, investment shares are neither offered nor sold in the United States of America or for or on behalf of US citizens. Subsequent transfers of investment shares to the United States of America or to US citizens are prohibited.
