Upon our receipt of your complaint, you'll receive a written acknowledgment of the complaint receipt and investigation initiation. This will additionally include the name and contact info of the person in charge of your complaint. If necessary, we may request additional information. For EU complaints, you will receive this confirmation no longer than 10 business days after complaint submission. For UK complaints, unless the complaint is resolved within 3 business days, you will receive this confirmation as soon as possible.
For EU complaints, after receipt of the complaint, you can expect a response from us within 1 month. For UK complaints, it could take up to 2 months. If we do not respond within this time, you will be informed of the causes of the delay and a new presumed answer date.
If the complaint is resolved, we'll inform you of our position and available options.
To establish Moonfare's complaint-handling procedure and policy, we have considered the following legislation:
For EU (Luxembourgish legislation)
- CSSF Regulation Nr 16-07
- CSSF Regulation Nr 10-4
- CSSF Circular 17/671 of October 13, 2017
- CSSF Circular 18/698 of August 23rd, 2018
- 04/10/2018 JC 2018 35 Guidelines on complaints-handling for the securities (ESMA) and banking (EBA) sectors
For UK:
FCA Handbook: DISP 1.1A Complaints handling requirements for MiFID complaints