Complaint system

1. General

HANSAINVEST has effective procedures in place to handle complaints appropriately and without delay (complaints management).

The complaints covered in this respect include all information about potential errors on the part of HANSAINVEST reported by investors.

Through its complaints management, HANSAINVEST meets legal requirements. In addition, active complaints management is an important issue to HANSAINVEST when it comes to meeting the interests of the company such as increasing investor loyalty and customer satisfaction and continually improving business processes. 

2. Submitting complaints

HANSAINVEST’s investors can file complaints with the company online, by post or by telephone:

Our employees at the customer service centre are available from Monday to Friday between

8.00 a.m. and 6.00 p.m.
Tel. +49 40 3 00 57-62 96
Fax +49 40 3 00 57-60 70
You can also send us an e-mail to hansainfo@hansainvest.de.

If you would like to submit a written complaint, please send this to:

HANSAINVEST Hanseatische Investment-GmbH
Compliance department
Kapstadtring 8
22297 Hamburg

3. Complaints processing

The subject matter of the individual complaint determines who is responsible and how it is processed within HANSAINVEST. Depending on the complaint, we may also work with external lawyers.

For complaints made by telephone, the goal is to satisfactorily resolve these for the complainant in the first telephone call. If the complaint cannot be resolved in the first call, the complainant will receive an immediate call back.

For complaints made in writing, the complainant receives confirmation that the complaint has been received within an appropriate period and arrangements are made to process the complaint and close the case.

Each complaint and the measures taken to remedy the problem are documented.

4. Costs

Complaints can be submitted to HANSAINVEST free of charge.

5. Extrajudicial arbitration proceedings (ombudsman)

Consumers can contact the ombudsman’s office for investment funds of BVI Bundesverband Investment und Asset Management e.V. (“BVI”) free of charge to resolve disputes with the company in connection with the Kapitalanlagegesetzbuch (KAGB – German Capital Investment Code). Consumers are all natural persons who enter into a legal transaction for a purpose that cannot be attributed to their commercial nor to their independent professional activity. More details can be found in the “Rules of procedure of the ombudsman’s office for investment funds of BVI”.

HANSAINVEST has joined the ombudsman’s office for investment funds of BVI Bundesverband Investment und Asset Management e.V. (“BVI”).

Information to describe BVI’s ombudsman process

In the case of disputes in connection with purchase or service agreements concluded electronically, consumers can also use the EU’s online dispute resolution platform (www.ec.europa.eu/consumers/odr). The following e-mail can be given as the contact address for HANSAINVEST: service@hansainvest.de.

In all other cases (e.g. disputes in connection with leases), HANSAINVEST is not required or prepared to participate in dispute resolution before a consumer arbitration board.