{"id":249,"date":"2025-08-27T18:27:46","date_gmt":"2025-08-27T16:27:46","guid":{"rendered":"http:\/\/dev.exocent.lu\/?page_id=249"},"modified":"2025-09-01T19:25:00","modified_gmt":"2025-09-01T17:25:00","slug":"complaints","status":"publish","type":"page","link":"https:\/\/exocent.lu\/en\/complaints\/","title":{"rendered":"Complaints Policy"},"content":{"rendered":"<div data-elementor-type=\"wp-page\" data-elementor-id=\"249\" class=\"elementor elementor-249\" data-elementor-post-type=\"page\">\n\t\t\t\t<div class=\"elementor-element elementor-element-3f8a3df e-flex e-con-boxed wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no e-con e-parent\" data-id=\"3f8a3df\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-c83650f elementor-widget elementor-widget-html\" data-id=\"c83650f\" data-element_type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t\t<!-- PAGE : R\u00e9clamations (fond blanc, bulles d\u2019ancre + structure claire) -->\r\n<div class=\"privacy\" role=\"document\" aria-label=\"Complaints Policy\">\r\n  <style>\r\n    .privacy {\r\n      --fg:#111; --muted:#555; --line:#e9e9e9; --bg:#fff;\r\n      font-family:Arial, Helvetica, sans-serif;\r\n      color:var(--fg); background:var(--bg);\r\n    }\r\n    .privacy .wrap {\r\n      max-width:900px;\r\n      margin:0 auto;\r\n      padding:36px 22px;\r\n    }\r\n    .privacy h1 {\r\n      font-size:30px;\r\n      margin-bottom:20px;\r\n    }\r\n    .privacy h2 {\r\n      font-size:22px;\r\n      margin:26px 0 12px;\r\n    }\r\n    .privacy p {\r\n      margin:10px 0;\r\n      line-height:1.7;\r\n    }\r\n    .privacy ul {\r\n      margin:10px 0 10px 22px;\r\n    }\r\n    .privacy a {\r\n      color:#0000EE;\r\n      text-decoration: underline;\r\n    }\r\n    .privacy .toc {\r\n      display:flex;\r\n      flex-wrap:wrap;\r\n      gap:10px;\r\n      margin:12px 0 30px;\r\n    }\r\n    .privacy .toc a {\r\n      font-size:13px;\r\n      padding:8px 12px;\r\n      border:1px solid var(--line);\r\n      border-radius:999px;\r\n      color:var(--fg);\r\n      text-decoration:none;\r\n    }\r\n    .privacy .toc a:hover {\r\n      background:#f6f6f6;\r\n    }\r\n  <\/style>\r\n\r\n  <div class=\"wrap\">\r\n    <h1>Complaints Policy<\/h1>\r\n\r\n    <!-- Navigation \u00e0 bulles -->\r\n    <nav class=\"toc\" aria-label=\"Table of contents\">\r\n      <a href=\"#qualite-service\">Service quality<\/a>\r\n      <a href=\"#definition-reclamation\">Definition of a claim<\/a>\r\n      <a href=\"#cout\">Cost of the procedure<\/a>\r\n      <a href=\"#recours\">Internal recourse<\/a>\r\n      <a href=\"#delai\">Processing time<\/a>\r\n    <\/nav>\r\n\r\n    <h2 id=\"qualite-service\">1. Quality of service<\/h2>\r\n    <p>EXOCENT FUND is particularly committed to providing its investors with quality service.<\/p>\r\n    <p>However, difficulties may arise and generate complaints. You can report them to us as described below.<\/p>\r\n\r\n    <h2 id=\"definition-reclamation\">2. Definition of a claim<\/h2>\r\n    <p>The term <strong>claim<\/strong> any statement of investor dissatisfaction.<\/p>\r\n    <p><em>Requests for information, advice, clarification, service or performance are therefore not considered to be complaints.<\/em><\/p>\r\n    <p>You should inform your sales contact of this. Any complaints concerning activities other than those of EXOCENT FUND should be addressed directly to the professionals concerned.<\/p>\r\n\r\n    <h2 id=\"cout\">3. Cost of the procedure<\/h2>\r\n    <p>Handling complaints <strong>completely free of charge<\/strong>.<\/p>\r\n    <p>However, the investor is responsible for his or her own costs, such as postage, telephone and travel expenses, as well as the fees of any consultants or other third parties he or she may have asked for assistance.<\/p>\r\n\r\n    <h2 id=\"recours\">4. Internal recourse: Exocent Claims Department<\/h2>\r\n    <p>First, you must submit your claim to the Claims Correspondent:<\/p>\r\n    <p>\r\n      <strong>Exocent Partners GP SA - Claims Correspondent<\/strong><br>\r\n      22 rue Jean Wolter<br>\r\n      L-3544 DUDELANGE - LUXEMBOURG<br>\r\n      Email : <a href=\"mailto:contact@exocent.lu\">contact@exocent.lu<\/a>\r\n    <\/p>\r\n    <p>An acknowledgement of receipt will be sent to you within <strong>10 working days<\/strong> maximum from receipt of the claim.<\/p>\r\n\r\n    <h2 id=\"delai\">5. Processing time<\/h2>\r\n    <p>Your claim will be processed within a maximum period of <strong>2 months<\/strong> from the date of receipt, except in duly justified special circumstances.<\/p>\r\n    <p>This period applies only to internal processing (excluding CSSF or other supervisory authorities).<\/p>\r\n  <\/div>\r\n<\/div>\r\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"<p>R\u00e9clamations Qualit\u00e9 de service D\u00e9finition d&rsquo;une r\u00e9clamation Co\u00fbt de la proc\u00e9dure Recours interne D\u00e9lai de traitement 1. Qualit\u00e9 de service EXOCENT FUND est particuli\u00e8rement soucieux d\u2019apporter \u00e0 ses investisseurs un service de qualit\u00e9. Toutefois, des difficult\u00e9s peuvent survenir et g\u00e9n\u00e9rer des r\u00e9clamations. Vous pouvez nous les faire remonter selon les modalit\u00e9s d\u00e9crites ci-dessous. 2. D\u00e9finition d&rsquo;une r\u00e9clamation Il faut entendre par r\u00e9clamation toute d\u00e9claration actant du m\u00e9contentement de l\u2019investisseur. Les demandes d\u2019information, d\u2019avis, de clarification, de service ou de prestation ne sont donc pas consid\u00e9r\u00e9es comme des r\u00e9clamations. Vous devez en faire part \u00e0 votre interlocuteur commercial. Toute r\u00e9clamation concernant des activit\u00e9s autres que celles de EXOCENT FUND doit \u00eatre adress\u00e9e directement aux professionnels concern\u00e9s. 3. Co\u00fbt de la proc\u00e9dure Le traitement des r\u00e9clamations est enti\u00e8rement gratuit. L\u2019investisseur supporte toutefois ses propres frais \u00e9ventuels : frais postaux, t\u00e9l\u00e9phoniques, de d\u00e9placement, ou d\u2019honoraires de conseil ou autre tiers auquel il aurait demand\u00e9 assistance. 4. Recours interne : Service R\u00e9clamations Exocent Vous devez, en premier lieu, faire part de votre r\u00e9clamation aupr\u00e8s du Correspondant R\u00e9clamation : Exocent Partners GP SA \u2013 Correspondant R\u00e9clamations 22 rue Jean Wolter L-3544 DUDELANGE \u2013 LUXEMBOURG Email : contact@exocent.lu Un accus\u00e9 de r\u00e9ception vous sera envoy\u00e9 dans un d\u00e9lai de 10 jours ouvrables maximum \u00e0 compter de la r\u00e9ception de la r\u00e9clamation. 5. D\u00e9lai de traitement Le traitement de votre r\u00e9clamation ne d\u00e9passera pas un d\u00e9lai de 2 mois \u00e0 compter de sa r\u00e9ception, sauf circonstances particuli\u00e8res d\u00fbment justifi\u00e9es. Ce d\u00e9lai concerne uniquement le traitement interne (hors CSSF ou autre autorit\u00e9 de supervision).<\/p>","protected":false},"author":2,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-249","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/exocent.lu\/en\/wp-json\/wp\/v2\/pages\/249","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/exocent.lu\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/exocent.lu\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/exocent.lu\/en\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/exocent.lu\/en\/wp-json\/wp\/v2\/comments?post=249"}],"version-history":[{"count":4,"href":"https:\/\/exocent.lu\/en\/wp-json\/wp\/v2\/pages\/249\/revisions"}],"predecessor-version":[{"id":683,"href":"https:\/\/exocent.lu\/en\/wp-json\/wp\/v2\/pages\/249\/revisions\/683"}],"wp:attachment":[{"href":"https:\/\/exocent.lu\/en\/wp-json\/wp\/v2\/media?parent=249"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}