Complaints information
Green Arrow Capital SGR places customers and potential customers at the center of its attention with the aim of maintaining relationships at a level of excellence; therefore, it attaches particular importance to the processing of complaints, as the timely evaluation and effective management of complaints allows the causes to be identified promptly and appropriate corrective actions taken.
By complaint, generally speaking,”must be understood as any act by which a clearly identifiable customer challenges his behavior or an omission in writing (e.g. letter, fax, e-mail) to the intermediary”.
To set up a complaint, the dispute must:
- be formulated by an investor, or a potential investor, of one of the funds managed by the SGR, or by any other person who represents him with a formal power of attorney (attorney, lawyer, etc.);
- be addressed to the SGR;
- report a real or alleged irregularity or omission, related to the performance of the management service provided.
The written form is an essential element for the validity of the complaint.
Complaints can be forwarded by investors by post to the SGR's address, or by e-mail to the address: reclami@greenarrow-capital.com or greenarrowcapitalsgr@legalmail.it.
The SGR has established the Complaints Department and appointed the relevant Manager.
The SGR has adopted a business procedure that governs the treatment of complaints received in writing from investors. In accordance with this procedure, the SGR deals with complaints received promptly, informing the Investor, within 10 days of receiving the complaint, of taking charge of the complaint, the start of the assessment and the estimate of a deadline for responding. Promptly and in any case within 60 (sixty) days from the receipt of the complaint, the SGR sends the customer, by certified e-mail and/or registered mail, the communication on the outcome of the complaint. In addition, whatever position is taken with regard to the complaint, information is given regarding the options available to the customer or potential customer, including the possible possibility of referring the complaint to an alternative dispute resolution body (ADR body) or the possible possibility for the customer to file a civil case.
If special needs require longer times, the SGR provides the Investor, within this deadline, with information on the time necessary to formulate an exhaustive response.
The SGR, after 60 days from the receipt by the customer of the last letter of reply sent by the SGR, without the latter having raised any objections, closes the complaint management procedure.
Financial Dispute Arbitrator (ACF), established by CONSOB in 2016.
https://www.acf.consob.it/web/guest/home