Complaint Management
One of the core concerns of Impact Asset Management GmbH (‘I-AM’) is to offer the best possible service to our clients and investors who invest in I-AM products.
Nevertheless, we cannot guarantee that everything will always run to the complete satisfaction of our clients or investors. In such cases, we ask you to contact us so that we can quickly resolve any issues and further improve our service quality.
For such cases, I-AM has developed and implemented an effective and transparent internal procedure for the appropriate and prompt handling of suggestions and complaints from customers or potential customers in connection with our offerings or the services we provide.
Required information
Please note that in order to process your request satisfactorily, we require as much detailed information as possible about the relevant facts. In addition, please include your full name (and company and position, if applicable) and a contact address for identification purposes.
No responsibility of the complaints management team
The I-AM complaints management team is only responsible for customers or potential customers of I-AM. If your complaint should be addressed to another party (e.g. custodian bank, customer's custodian, fund management company, etc.), we will endeavour to provide you with the correct addressees as far as possible.
One of the core concerns of Impact Asset Management GmbH (‘I-AM’) is to offer the best service to our customers and investors who invest in I-AM products.
Please note that complaints cannot be conclusively dealt with in the following cases, or that I-AM's complaints management department is not responsible for them:
- Complaints submitted anonymously or by persons who are legally incompetent (e.g. minors, persons under guardianship)
- The complainant is not prepared to provide the information necessary for clarification
- Legal or extrajudicial proceedings are already pending in connection with the complaint
Resolution of the complaint
Complaints and suggestions are not subject to any special formal requirements and can therefore be submitted in writing or by fax. All complaints and suggestions are immediately forwarded to a central processing office, which is responsible for responding to the enquiry in a timely and customer-oriented manner.
Within five working days, the (potential) customer will be informed of the date by which we will report on the progress or final resolution of the complaint. Upon request, we will provide the current status of the processing at any time.
Investor complaints and suggestions that pose a substantial risk or reputational risk are immediately brought to the attention of the management of Impact Asset Management GmbH.
Alternative dispute resolution
If the complaint procedure is unsuccessful, customers or potential customers who are consumers within the meaning of the Consumer Protection Act have the option of contacting the alternative dispute resolution body:
„Schlichtung für Verbrauchergeschäfte“
Mariahilfer Straße 103/1/18, 1060 Vienna
Tel.: +43 (0)1 890 63 11
Fax: +43 (0)1 890 63 11 99
office@verbraucherschlichtung.at
Of course, customers or potential customers also have the option of asserting their claims in court in all cases.
Storage
Please note that all suggestions and complaints, the information collected in this regard and the measures taken will be stored for the purpose of preserving evidence.
Contact
Impact Asset Management GmbH
Attn: Complaints Management / Mr Wolfgang Metz
Am Belvedere 1
1100 Vienna
Email: wolfgang.metz@erste-iam.com