Feed­back

Qua­li­ty also me­ans ex­cel­lence in cus­to­mer ser­vice. At UniCredit Invest Alternatives, we stri­ve to de­li­ver out­stan­ding ser­vice to our cus­to­mers every day. Th­rough our Cus­to­mer Ser­vice and Cus­to­mer Ma­nage­ment de­part­ments, we fo­cus on the in­di­vi­du­al needs of pro­s­pec­ti­ve cli­ents, cus­to­mers, and long-stan­ding in­ves­tors by pro­vi­ding tail­o­red ser­vices, de­di­ca­ted points of cont­act, ti­me­ly re­spon­ses, and com­pre­hen­si­ve on­go­ing sup­port.

UniCredit Invest Alternatives is com­mit­ted to pro­vi­ding prompt and cus­to­mer-ori­en­ted re­spon­ses to com­plaints in ac­cordance with the Ser­vice Le­vel Agree­ments ap­pli­ca­ble th­roug­hout UniCredit Group. Our goal is to re­sol­ve com­plaints wi­thin a ma­xi­mum of 15 busi­ness days.

Every cus­to­mer who sub­mits a com­plaint in wri­ting or elec­tro­ni­cal­ly will re­cei­ve an ack­now­ledgment of re­ceipt on the same day, in­clu­ding an esti­ma­ted re­spon­se date if the mat­ter can­not be re­sol­ved im­me­dia­te­ly. If pro­ces­sing has not been com­ple­ted af­ter five busi­ness days, the cus­to­mer will re­cei­ve a sta­tus up­date.

As part of our cus­to­mer sa­tis­fac­tion ma­nage­ment pro­cess, we re­gu­lar­ly ana­ly­ze and re­view whe­ther the ser­vices pro­vi­ded by UniCredit Invest Alternatives con­ti­nue to meet our cus­to­mers‘ ex­pec­ta­ti­ons and needs. We use this feed­back to con­ti­nuous­ly im­pro­ve our pro­ducts and ser­vices for the be­ne­fit of our cus­to­mers.

Plea­se use the cont­act form at the bot­tom of this page.

The Om­buds­man Of­fice for Real Assets and Invest­ment Funds is the cen­tral cont­act point for com­plaints re­la­ting to invest­ments in clo­sed-end funds.
It ser­ves as an in­de­pen­dent body for the out-of-court re­so­lu­ti­on of dis­pu­tes bet­ween in­ves­tors and pro­vi­ders of clo­sed-end funds.
This al­lows dis­agree­ments to be re­sol­ved quick­ly and wi­t­hout un­neces­sa­ry bu­reau­cra­cy.

• The Om­buds­man Of­fice is available to in­ves­tors of com­pa­nies that are mem­bers of the BSI.
• Its es­tab­lish­ment re­pres­ents an­o­ther step toward in­cre­asing trans­pa­ren­cy and open­ness wi­thin the in­dus­try.

In­ves­tors in clo­sed-end funds may cont­act the Om­buds­man Of­fice if they be­lie­ve they have suf­fe­r­ed a di­s­ad­van­ta­ge in con­nec­tion with their invest­ment.

• The om­buds­man pro­ce­du­re pro­vi­des an ob­jec­ti­ve and straight­for­ward me­ans of re­sol­ving in­di­vi­du­al dis­pu­tes.
• Its pur­po­se is to achie­ve a fair ba­lan­ce of in­te­rests bet­ween the par­ties in­vol­ved.
• The pro­ce­du­re is free of char­ge for in­ves­tors; they only bear their own ex­pen­ses (e.g., post­age and te­le­pho­ne cos­ts).

Om­buds­stel­le für Sach­wer­te und In­vest­ment­ver­mö­gen e.V.
P.O. Box 61 02 69
10924 Ber­lin, Ger­ma­ny

Pho­ne: +49 30 25 76 16 90
Fax: +49 30 25 76 16 91

E-Mail: info@ombudsstelle.com
Web­site: www.ombudsstelle.com

Plea­se cont­act us first be­fo­re in­itia­ting pro­cee­dings with the Om­buds­man Of­fice. In many ca­ses, is­sues can be re­sol­ved di­rect­ly, and we are al­ways hap­py to as­sist.

In ad­di­ti­on to alternative dis­pu­te re­so­lu­ti­on pro­ce­du­res and the re­gu­lar le­gal pro­cess, in­ves­tors may also make use of coll­ec­ti­ve re­dress me­cha­nisms, in­clu­ding:
- The mo­del de­cla­ra­to­ry ac­tion pur­su­ant to Sec­tions 606 et seq. of the Ger­man Code of Ci­vil Pro­ce­du­re.
- The Ca­pi­tal Mar­kets Mo­del Case Pro­cee­dings Act (KapMuG).

For on­line con­tracts wi­thin the mea­ning of Re­gu­la­ti­on (EU) No. 524/2013, the Eu­ro­pean Com­mis­si­on pro­vi­des an On­line Dis­pu­te Re­so­lu­ti­on plat­form (ODR Plat­form) for out-of-court dis­pu­te sett­le­ment, available at: www.ec.europa.eu/consumers/odr

The fol­lo­wing email ad­dress may be used in con­nec­tion with the plat­form: anleger@ucinvestalternatives.eu

UniCredit Invest Alternatives is com­mit­ted to iden­ti­fy­ing and ad­dres­sing mis­con­duct. To fa­ci­li­ta­te the re­port­ing of mis­con­duct, we have es­tab­lished a whist­le­b­lo­wing sys­tem for pro­ces­sing re­ports con­cer­ning re­gu­la­to­ry vio­la­ti­ons, fraud, and fi­nan­cial crime.
Th­rough a com­pre­hen­si­ve and sus­tainable com­pli­ance frame­work, UniCredit Invest Alternatives con­ti­nuous­ly works to iden­ti­fy and mi­ti­ga­te po­ten­ti­al risks at an ear­ly stage, ther­eby pro­tec­ting our com­pa­ny, em­ployees, and busi­ness part­ners from harm.
Ma­na­gers, Hu­man Re­sour­ces, and Com­pli­ance func­tions ser­ve as the pri­ma­ry re­port­ing and cont­act chan­nels.

As an ad­di­tio­nal re­port­ing op­ti­on, our em­ployees have ac­cess to the „Speak­Up!“ whist­le­b­lo­wing sys­tem. Re­ports can be sub­mit­ted on­line or by te­le­pho­ne 24 hours a day, in­clu­ding an­ony­mously, par­ti­cu­lar­ly re­gar­ding frau­du­lent con­duct and fi­nan­cial crime.
We also take re­ports from busi­ness part­ners and other ex­ter­nal third par­ties very se­rious­ly, espe­ci­al­ly tho­se con­cer­ning hu­man rights or en­vi­ron­men­tal risks, or vio­la­ti­ons wi­thin the mea­ning of the Ger­man Sup­p­ly Chain Due Di­li­gence Act (LkSG).
Re­ports may con­tain per­so­nal data, espe­ci­al­ly whe­re the re­port is sub­mit­ted on a non-an­ony­mous ba­sis.

The fol­lo­wing re­port­ing chan­nels are available to busi­ness part­ners and ex­ter­nal third par­ties.
SIf you are one of our cus­to­mers, we kind­ly ask you to cont­act our Com­plaint Ma­nage­ment team as your pri­ma­ry point of cont­act.

Un­der the Ger­man Whist­le­b­lower Pro­tec­tion Act (HinSchG), re­port­ing per­sons may choo­se whe­ther to re­port con­cerns to:
an in­ter­nal re­port­ing chan­nel wi­thin the com­pa­ny, or
an ex­ter­nal re­port­ing chan­nel ope­ra­ted by pu­blic aut­ho­ri­ties.
Ho­we­ver, whe­re ef­fec­ti­ve in­ter­nal ac­tion can be ta­ken and re­port­ing per­sons do not fear re­ta­lia­ti­on, in­ter­nal re­port­ing chan­nels should ge­ne­ral­ly be pre­fer­red.
Plea­se also note that re­ports sub­mit­ted to ex­ter­nal re­port­ing aut­ho­ri­ties are sub­ject to the more li­mi­t­ed scope of ap­pli­ca­ti­on set out in Sec­tion 2 of the Ger­man Whist­le­b­lower Pro­tec­tion Act (HinSchG).
A link to the re­port­ing of­fice of the Ger­man Fe­de­ral Fi­nan­cial Su­per­vi­so­ry Aut­ho­ri­ty (BaFin) is available th­rough BaFin’s of­fi­cal whist­le­b­lower por­tal  

The Com­pli­ance De­part­ment and the de­di­ca­ted Whist­le­b­lower Com­mit­tee, con­sis­ting of mem­bers of ma­nage­ment and con­trol func­tions, en­su­re that all re­ports are careful­ly re­view­ed and hand­led with the ut­most con­fi­den­tia­li­ty.