Green Arrow Capital SGR focuses its attention on its customers and potential customers with the aim to keep relationships as excellent as possible; that is why it attaches special importance to complaints handling, since a prompt assessment and effective management of complaints makes it possible to timely identify its causes and implement suitable corrective actions accordingly.
Complaint means, in general terms, “any act by which a customer, who may be clearly identified, contests in writing (e.g. by letter, fax, e-mail) to the agent a behaviour or an omission of his”.
In order to make reference to a complaint, the objection must:
- be made by an investor, or a potential investor, of one of the funds managed by SGR or by any other entity which represents it under power of attorney (attorney, lawyer, etc.);
- be addresses to SGR;
- report a real or alleged non-compliance or omission concerning the management service carried out.
The written form is an essential requirement in order for the complaint to be valid.
SGR has created the Complaints Office and appointed the related Manager.
SGR has adopted a corporate procedure to regulate the handling of complaints received in writing by investors. In compliance with such procedure, SGR quickly handles complaints received, by informing the investor, within 10 days as receiving the complaint, about the taking over of the same complaint, the start of the assessment and the estimation of a deadline for the reply. SGR then promptly, and however within 60 (sixty) days as reception of the complaint, sends to the customer the notice concerning the outcome of the complaint by Certified Email and/or by registered letter with acknowledgement of receipt. Moreover, whatever the position taken with reference to the complaint, the client or potential client is informed about the options it has, including the possibility to submit the complaint to an alternative dispute resolution body (ADR body) or the possibility to start a civil action.
Should special needs require more time, SGR provides the investor, within such deadline, information about the necessary deadlines to give a more comprehensive reply.
Once 60 days after the client has received the last letter of reply sent by SGR have passed, and the client has not raised objections, SGR shall close the complaint procedure.
Arbitro per le Controversie Finanziarie (ACF), Consob institute in 2016.