Complaints

How to make a complaint

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Complainants who would like to escalate any matter can do so by email at office@fiduscorp.com or by post at:

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Axion International Funds SICAV plc

Attn: The Compliance Officer

Serenity, Triq ir-Rumani, Xlendi, Malta
 

The complainant should provide the SICAVwith as much detail as possible to enable the Scheme to resolve the concerns fairly, effectively and promptly.  The complainant should provide at least the following information:

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• Name and address;

• A description of the complaint and how it affected the complainant;

• When the incident(s) occurred; and

• Contact details (e.g. telephone number and/or email address).

 

Upon receipt of a complaint, the SICAV shall:

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• In writing, acknowledge receipt of any complaint within 1 week of such receipt. 

• Should a complaint be made orally, the SICAV shall make a summary of the complaint and request complainant to confirm the summary in writing.

• Communicate in plain language.

• Seek to gather and investigate all relevant evidence regarding the complaint.

• Provide a response without unnecessary delay within 2 weeks from when the complaint was received.  Where the investigation of a complaint is not completed within such period, the SICAV shall:

• Inform the complainant about the causes of the delay; and

• Provide an indication as to when the investigation is likely to be completed.

• On completion of the investigation, without unnecessary delay, write to the complainant concerning the outcome of the investigation and describing its proposed course of action.

• If the investigation is not completed within two months of receipt of complaint, the SICAV shall inform the complainant of such fact within 7 days from the end of that period.

  • Provide written information regarding the complaints handling process.

  • Publish details in an easily accessible manner (e.g. through an official document).

  • Provide accurate and timely information about the complaints handling process, namely (i) details of how to make a complaint; (ii) the process to be followed when handling the complaint.

  • Keep the complainant informed.

  • When providing a final decision in writing in terms of the complaint, which does not fully satisfy the complainant’s request, the complainant may refer the complaint to the Officer of the Arbiter for Financial Services established under the Arbiter for Financial Services Act (Cap. 555).