Complaint processing

INSTRUCTION FOR COMPLAINTS

Complaints to the Company, regardless of whether the complaint concerns the Company in general or one or more named employees, shall be processed properly and promptly.

Complaints from non-professionals can be submitted both orally and in writing. For professional clients, the Company shall require that an oral complaint be confirmed in writing before the complaint is processed. Complaints submitted orally must be recorded by the person receiving the complaint without undue delay.

The customer shall without undue delay be given written feedback as a minimum stating that the complaint has been received, that it will be processed, that the customer will be given written feedback from the Company as soon as the complaint is processed, and that it will then state what the Company will do in accordance with the complaint.

The person who receives the complaint shall, without undue delay, submit the complaint to the Company's CEO. The CEO decides without undue delay how the complaint is to be processed, including facilitating the holding of an interview, etc. with the named employee to whom the complaint relates, as well as assessing what steps and measures are otherwise necessary to investigate the cause of the complaint. It must be considered whether the customer should be offered to participate in a conversation with the named employee the complaint concerns.

The CEO must be present unless he / she considers that this is not required in the individual case. In that case, the CEO shall appoint another employee to hold the interview, possibly to investigate the reason for the complaint, etc. Minutes of such conversations shall be kept.

The CEO shall ensure that the results of the Company's internal investigations are recorded in writing, dated and signed by the person responsible for conducting the interview / investigation. The customer shall then, without undue delay, be given written feedback that at least meets the conditions in the second paragraph of this instruction.

The entire chain of correspondence in connection with the individual complaint (complaint, confirmation of received complaint, internal assessments, etc., as well as final feedback to the customer and any follow-up correspondence) must be archived in accordance with "Instructions on storage of documentation".



Sissener AS 'fund is established in Luxembourg. Customer complaints are received in all Scandinavian languages, English, as well as French, German and Luxembourgish which are the official languages in Luxembourg.