In order to improve customer and fund investor service, the special long-term program, in which we offer the opportunity to express customers` opinion about the quality of service and products provided, has been successfully established in Aquarium Investments (further in the text – „Company”).
In case if you have any complaints, suggestions or wishes regarding products or service provided by the Company to the customers or fund investors, we always are ready to clarify and resolve potential problems.
What you need to provide?
To help us investigate and resolve your complaint fairly, we need the following information:
The Company will investigate the matter and set about putting things right as quickly as possible. Our aim is to resolve your complaint straight away, by giving the matter into the hands of staff with the right experience, knowledge and authority.
We will respond to you within 3 (three) business days in case of an oral complaint (i.e. when you contact us by phone or in person). If a customer agrees to get an oral answer and there is such an option, the Company’s employee answers to the customer’s complaint or offer straight away.
Upon the receipt of your written complaint, we will provide a response within 30 business days. However, if the complain requires a bit more time to investigate, the preparation of response can be prolonged by other 15 (fifteen) business days. In this case we will keep you informed in advance.
Please note that
written responses are provided only to your written complaints, and that any complaints filed anonymously will
not be reviewed.