+352 48 18 28 1 Home Complaint Management Process Lodging a complaint Alter Domus takes complaints of customers very seriously. For Alter Domus, a complaint is defined as any formal expression of a customer about a material or significant grievance in services being provided by Alter Domus. Complaints can be received in writing (letter or e-mail) but also via telephone or even face-to-face. If you wish to submit a complaint via e-mail, you can do so by sending the details to the following address: complaints@alterDomus.com. Please make sure to include the following details: Name of your company being serviced by Alter Domus; Your name, surname and contact details to receive a reply; Alter Domus jurisdiction servicing your company; Details of your complaint. The Chief Risk and Compliance Officer is in charge to review the email received and forward it to the appropriate Engagement Leader. When receiving a complaint from the customer, the Engagement Leader will escalate to the most appropriate senior management official locally in charge of complaint management. Alter Domus takes customer complaints seriously, irrespective of what the conclusion might be. Alter Domus values our customers’ complaints and is willing to investigate formally, solve or amend where necessary any erroneous processes, procedures or standard practices. Following the submission of your complaint, you will receive a written acknowledgement within 10 business days maximum. In case the issue can be resolved immediately, the written acknowledgement will also include Alter Domus’ proposed response to your complaint and a request for your agreement to have the matter settled. A complaint will always be followed up formally and formal feedback is always given to the customer. To demonstrate our goal, to consistently provide good quality, complaints will always be managed by the Country Executive. Alter Domus is committed to send you a final response to your complaint. Your written confirmation will be requested before we can consider the complaint as closed. Wish to file a complaint? Please click here. Client login CLIENT SECTORS Private Equity Real Assets Debt Capital Markets SERVICES AIFM Services Accounting & Reporting Administration Services Asset Servicing Capital Administration See more + OFFICES & DESKS Asia Pacific Europe, Middle East & Africa North America HEADQUARTERS Alter Domus Luxembourg S.à r.l. 15 Boulevard F. W. Raiffeisen - L-2411 Luxembourg BP 2501, L-1025 Luxembourg Grand Duchy of Luxembourg T +352 48 18 28 1 | F +352 48 18 63 Contact us PRIVACY NOTICE | COOKIE NOTICE | © 2020 COPYRIGHT ALTER DOMUS | ALL RIGHTS RESERVED | BCP | LOGIN | LOGIN HELP | LODGE A COMPLAINT