About Partners Group (EU) GmbH
Partners Group (EU) GmbH, which is authorised and regulated by the Bundesanstalt für Finanzdienstleistungsaufsicht ('BaFin'), is a German subsidiary of Partners Group Holding AG, an investment and advisory firm listed on the SIX Swiss Exchange (symbol: PGHN).
Partners Group (EU) GmbH places considerable importance on providing clients with the highest level of service. However, we understand that there may be occasions were clients' expectations may not be met. Partners Group (EU) GmbH understands the importance of complaints and views complaints as an opportunity to learn and to improve its controls, as well as a chance to put things right for the clients.
How to make a complaint
We want clients to be able to complain in any way they choose. Therefore, if you are dissatisfied with our services please let us know by contacting complaints(at)partnersgroup.com or contact your usual Partners Group contact via telephone or in writing. Complaints can be submitted free of charge.
Once a complaint is made
Where a complaint is made, Partners Group (EU) GmbH will seek a resolution as quickly as possible. If we receive a complaint outside normal working hours, it will be treated as if it has arrived the next business day. When dealing with your complaint, we will ensure the following:
- record is made of your complaint
- issue you with an acknowledgment letter of the complaint promptly following receipt. This will generally be within three working days. The complaint acknowledgment letter will include a copy of this Client Complaints Policy for your files
- if we are able to resolve the complaint, we will provide you with a full response within this acknowledgement letter.
Complaints that require further investigation
We aim to resolve complaints as quickly as possible. If a decision is not reached in time of the acknowledgement letter, or it is necessary to carry out additional investigation, we will explain why and let you know when we contact you again. We aim to send our final response letter at the latest, within eight weeks. However, in the unlikely event that we have not finished investigating your complaints after eight weeks or within any other applicable deadlines after we received it, we will send you a further letter to:
- explain why we have been unable to reach a decision
- let you know when you can expect our final decision
- if eligible, provide contact details for an Alternative Dispute Resolution entity and explain their service
Once we have fully investigated the matter, we will write to you confirming our decision, how it was reached and offer any redress where this is appropriate.
Alternative Dispute Resolution
We would like to inform you that alternative dispute resolution procedures may be available at the Schlichtungsstelle bei der Bundesanstalt für Finanzdienstleistungsaufsicht.
Address: Referat ZR 3, Graurheindorfer Straße 108, 53117 Bonn, Germany
Complaints not relating to Partners Group (EU) GmbH
If we receive a complaint that is not about us or our services, we will inform you that we are not responsible for the matter and (where reasonable) indicate to you who the responsible firm is.
All complaint information will be handled sensitively and in accordance with any relevant data protection and regulatory requirements.