Contact us

If your complaint related to investment advice, portfolio management, order execution or services provided via Hjerta Invest? Please contact East Capital Financial Services AB (ECFS)

How to file a complaint:

1. Contact your advisor or the distributor who provided the product to you.

2. If you are still not satisfied after receiving a response from your first contact, you can contact our Complaints Officer. Please write to us, describing what happened, what you are dissatisfied with, and who you have previously contacted, as clearly and comprehensively as possible.

Write to us via email, klagomal@eastcapital.com, or via mail to:

East Capital Financial Services AB
Att: Complaints Officer
Box 1364
111 93 Stockholm

We strive to respond to your complaint without unnecessary delay and no later than 14 days after we receive it. If the response requires a longer processing time, you will be informed of this.

3. If you are still not satisfied after receiving a response from the Complaints Officer, you can contact one of the following bodies:

For advise

Consumer Guidance
Consumer advisor in your municipality

Konsumenternas 
Box 24215, 104 51 Stockholm, Sweden
Phone 0200-22 58 00 (from abroadt: +46 8 22 58 00)
www.konsumenternas.se

Consumer Agency (KO) / Hallå konsument
Consumer Agency, Box 48, 651 02 Karlstad. Telefon 0771-42 33 00. www.konsumentverket.se
Hallå konsument, Box 48, 651 02 Karlstad. Telefon 0771-525 525. www.hallakonsument.se

For dispute resolution

The National Board for Consumer Disputes (ARN)
Kungsholmstorg 5, Box 174, 101 23 Stockholm
Telefon 08-508 860 00
www.arn.se

Also via the EU's online platform
http://ec.europa.eu/odr

General court, Judicial Agency
https://www.domstol.se/hitta-domstol/allmanna-domstolar/

If your complaint related to Luxembourg- or Sweden-registered funds managed by East Capital Asset Management:

If, for any reason, you are not satisfied with the products and services offered by East Capital Asset Management S.A. (the "Company"), and in particular the Luxembourg- and/or Sweden-domiciled investment funds, please refer to the instructions below for the handling of client complaints.

In order to meet the expectations of its clients, East Capital Asset Management S.A. strives to act on such complaints in a prompt, adequate and efficient manner. When handling complaints, the Company shall always aim to reach solutions that are satisfactory to the interests of all stakeholders.

Scope

These instructions cover the handling of all client complaints in connection with the Company, its products and services.

A client complaint shall be understood as any written statement of an investor in the portfolios managed by the Company, or of a person acting on behalf of an investor, expressing concrete dissatisfaction, which is related to the investments in one of these portfolios.

Handling

Registration

All clients can file a complaint in writing to the Complaints Manager, Mr Jean-Christophe Esteve, either by post at 11, rue Sainte-Zithe, L-2763 Luxembourg, Grand-duchy of Luxembourg, or by email to jean-christophe.esteve@eastcapital.com

In the complaint, the client must state the grounds on which it is based and the remediation expected from the Company.

Handling of client complaint

The Complaints Manager of the Company shall ensure that all complaints are answered as soon as possible, with a written acknowledgment of receipt of a complaint being sent to the client within ten (10) business days following the receipt of such complaint. The written acknowledgement of receipt will include an indicative timetable for handling the complaint.

Upon the completion of the internal investigation, the Complaints Manager shall then provide an answer regarding the grounds for the complaint without undue delay, and in any case within a period which cannot exceed one (1) month between the date of receipt of the complaint and the date at which the answer to the client was sent. Where an answer cannot be provided within this period, the Complaints Manager shall inform the client of the causes of the delay and indicate the date at which its examination is likely to be achieved.

Where the client did not obtain an answer or a satisfactory answer from the Complaints Manager, it shall be given the opportunity to raise the complaint up to the level of the management of the Company. In this respect, the Complaints Manager shall provide the client with the contact details of the management of the Company.

Furthermore, where the complaint handling by the Company does not result in a satisfactory answer for the client, the Complaints Manager shall inform the client in writing of the existence of the out-of-court complaint resolution procedure at the Commission de Surveillance du Secteur Financier (“CSSF”), which is the Grand-Duchy of Luxembourg’s financial services regulator; the Complaints Manager shall send the client a copy of the relevant pieces of regulation (see below, under ‘Applicable pieces of regulation’), as well as the reference to the CSSF Website, including the different means to contact the CSSF to file a request. The Complaints Manager shall inform the client that such complaints must be forwarded to the CSSF within one (1) year from the after the client filed the original complaint with the Company.

Applicable pieces of regulation

CSSF Regulation Nr 16-07 of October 26th, 2016 relating to the out-of-court resolution of complaints.
CSSF Circular 17/671 of October 13th, 2017 on details concerning CSSF Regulation Nr 16-07.