Investor complaints

We take care of your concerns

Complaint management for investors

IntReal International Real Estate Kapitalverwaltungsgesellschaft mbH (INTREAL Service-KVG) and IntReal Luxembourg S.A. (INTREAL Luxembourg) have established effective and transparent procedures for the appropriate and prompt handling of complaints. A complaint is defined as any expression of dissatisfaction directed by a natural or legal person (complainant) to INTREAL Service-KVG or INTREAL Luxembourg. This does not include services provided in accordance with the German Banking Act (KWG) that also constitute investment services in accordance with the German Securities Trading Act (WpHG).

With their complaint management system, INTREAL Service-KVG and INTREAL Luxembourg aim to increase investor satisfaction and fully comply with legal requirements. The principles for handling complaints are reviewed and published at regular intervals.

We take care of your concerns

The management of INTREAL and INTREAL Luxembourg are responsible for complaint management. Responsibility for responding to incoming complaints depends on their content. If necessary, INTREAL Service-KVG and INTREAL Luxembourg also work with law firms. The processing of complaints is free of charge for investors of INTREAL Service-KVG and INTREAL Luxembourg. Complaints will be answered without delay, i.e. within a review and consideration period to be determined based on the circumstances of the individual case.

Contact the INTREAL Service-KVG

The procedures described here are intended for investors in open-ended and closed-ended public AIFs managed by INTREAL Service-KVG. Investors in open-ended and closed-ended special AIFs managed by INTREAL Service-KVG can contact their contact person at our company directly.

By email
Please write to: beschwerde@intreal.com.

By post
IntReal International Real Estate Kapitalverwaltungsgesellschaft mbH
– Complaints Management –
Ferdinandstraße 61, 20095 Hamburg, Germany.

We expect the processing time for non-complex matters to be five banking days. If more extensive research is necessary, you will receive interim information on the status of the processing.

Every complaint and the measures taken to remedy it are documented.

There is no set format for submitting a complaint.

OUT-OF-COURT DISPUTE RESOLUTION PROCEDURE FOR CONSUMERS

In addition to contacting INTREAL Service-KVG directly, consumers can call the Ombudsman Service for Investment Funds of the BVI Bundesverband Investment und Asset Management e. V. free of charge in the event of disputes relating to the provisions of the German Capital Investment Code (KAGB). A consumer is any natural person who enters into a legal transaction for a purpose that cannot be attributed to their commercial or self-employed professional activity. INTREAL Service-KVG participates in dispute resolution proceedings before this arbitration board. Further details are set out in the rules of procedure of the BVI Ombudsman Service for Investment Funds. The right to take legal action remains unaffected by recourse to the BVI Ombudsman Service.

The contact details of the BVI Ombudsman Office for Investment Funds are:

Büro der Ombudsstelle des BVI
Bundesverband Investment und Asset Management e. V.
Unter den Linden 42
10117 Berlin, Germany
Telephone: (030) 6449046-0
Telefax: (030) 6449046-29
E-Mail: info@ombudsstelle-investmentfonds.de
www.ombudsstelle-investmentfonds.de

Contact INTREAL Luxembourg

The procedures described here are intended for investors in funds managed by INTREAL Luxembourg.

By E-Mail
Please write to: beschwerde-lux@intreal.com.

Via mail
IntReal Luxembourg S.A.
– Beschwerdemanagement –
6B, rue du Fort Niedergrünewald
L-2226 Luxembourg

An acknowledgement of receipt will be sent by us no later than ten working days after receipt of your complaint. A written reply will be sent to you within one month of receipt of your complaint.

OUT-OF-COURT DISPUTE RESOLUTION PROCEDURE AT THE CSSF

If your concern has not been resolved or no interim response has been sent within one month of sending your complaint to INTREAL Luxembourg, you still have the option of using the out-of-court complaint resolution procedure at the Luxembourg Financial Supervisory Authority (Commission de Surveillance du Secteur Financier, CSSF).

The legal basis for this is CSSF Regulation 16-07. You can contact them as follows:

Per Post
Commission de Surveillance du Secteur Financier
Département Juridique CC
283, route d’Arlon
L-2991 Luxembourg

Per E-Mail
reclamation@cssf.lu

A request for out-of-court settlement of a complaint with the CSSF is no longer admissible if more than one year has elapsed between the date of submission to the CSSF and the original submission to INTREAL Luxembourg. You can also take legal action before the ordinary courts to enforce your rights. Alternatively, you may also take legal action before ordinary courts to enforce your rights.