Information on submitting suggestions and complaints:

Your opinion matters to us – because it helps us improve. We value your trust and take your concerns seriously. Your satisfaction is very important to us, which is why we take every message seriously – whether it is praise, criticism or a suggestion.
We are constantly working to improve our services; your perspective helps us do so.

Baumann & Partners S.A. (B&P) has established a qualified complaints unit to carefully evaluate incoming suggestions and complaints and to process them promptly.

You can raise your concern through various reporting channels.

1. By post to
Baumann & Partners S.A.
Beschwerdemanagement
5, Heienhaff
L-1736 Senningerberg

2. By telephone to the Complaints Management Officer
00352/24 69 35 46

3. By e-mail to the Complaints Management Office
complaints@bpam.lu

What qualifies as a complaint?

A complaint within the regulatory meaning is an expression of dissatisfaction with
• a service or action on our part,
• an investment product,
• or the business practices of our company or our employees.

A mere request for information or a general expression of opinion does not constitute a complaint within the regulatory meaning; however, we invite you to share your concerns with us.

What information is needed to process your complaint as quickly as possible?

In order to process your concern promptly and efficiently, it is important that you describe the facts underlying your complaint in as much detail as possible and provide us with all necessary documents.
The following information is particularly important to us:

  • 1. Details of the complainant
    • Name of the complainant or their legal representative
    • Full address (country/ city/ street/ house number/ telephone/ e-mail)
    • Date of the complaint
  • 2. Details of the complaint
    • Type of complaint (customer complaint, service provider complaint, etc.)
    • Description of the complaint (summary of the facts)
    • Documents (evidence, records, correspondence, etc.)

What happens after your complaint has been received?

As soon as you have submitted a complaint, we will process it. Processing is free of charge.
You will receive an acknowledgement of receipt within 10 Luxembourg business days.
Where necessary, we may involve third parties in our enquiries; the processing time may also be extended owing to the complexity of your matter, in which case you will receive an interim response within one month of receipt of your complaint.

Your rights, including if you are dissatisfied with the response

If you do not receive a satisfactory response, you may, as a second step, contact the officer responsible for complaints, Mr Marius Gödert (marius.goedert@bpam.lu).
If your matter is not resolved to your satisfaction, you may, within one year of the date on which the complaint was filed, use the out-of-court complaint resolution procedure of the Luxembourg financial supervisory authority, the Commission de Surveillance du Secteur Financier (CSSF).

The written request for out-of-court resolution of the complaint may be submitted by post to:

Commission de Surveillance du Secteur Financier
Département Juridique CC
283, route d’Arlon
L-2991 Luxembourg
by fax
00352 26 251 2601

or by e-mail
reclamation@cssf.lu

For further information on the out-of-court complaint resolution procedure, please refer to the following link:
https://www.cssf.lu/en/customer-complaints/

Data protection notice

B&P is committed to strictly maintaining the confidentiality and protection of your personal data in the context of complaint handling.
In accordance with the applicable legal requirements, in particular CSSF Regulation 16-07, CSSF Circular 17/671 and taking into account the general data protection requirements of the General Data Protection Regulation (GDPR), the following principles apply to the complaints procedure:

  • B&P guarantees the confidentiality of:
    • your identity as complainant,
    • the identity of any persons named in the complaint,
    • and all other personal information processed in the course of handling the complaint.
  • Personal data is stored only for as long as is necessary and proportionate to fulfil the purposes of complaint handling and to comply with statutory or regulatory retention obligations.
  • For detailed information about your data protection rights, please refer to https://bpvv.lu/en/privacy-policy/. Regarding the handling of your personal data in the context of a complaint, you can contact our data protection officer at any time at (datenschutz@bpam.lu).

Thank you for your trust. We assure you that your complaint will be handled fairly and confidentially.

Last updated: June 2026