Complaints
We want to put things right quickly.
If you are dissatisfied with any service provided by Tenex Capital SA or by the fund we manage
(Tenex Metals I SCSp), please let us know.
1. How to file a complaint
Please send your complaint in writing (letter or e-mail):
Tenex Capital SA
45A, Rue de Bettembourg
L-5810 Hesperange, Grand-Duchy of Luxembourg
E-mail: office@tenex.capital
Include your name, contact details, the date, a brief description of the facts and the remedy you
seek.
Complaints are handled free of charge.
2. Our internal procedure
STEP | TIMELINE | WHAT WE DO |
|---|---|---|
ACKNOWLEDGEMENT | 10 business days after we receive your complaint | We confirm receipt and name the person
handling your file. cssf.lu |
INVESTIGATION &
RESPONSE | ≤ 1 month after receipt | We send a written, reasoned answer or, if
the matter is complex, an update explaining
why we need more time and when you can
expect a final reply. cssf.lu |
ESCALATION INSIDE
TENEX | Any time | If you are not satisfied, you may ask that the
case be reviewed by the Conducting Officer
in charge of Compliance. |
3. Out-of-court resolution (CSSF)
If you have not received a satisfactory answer or any answer within one month, you may refer the matter to the Commission de Surveillance du Secteur Financier (CSSF) within one year of first complaining to us.
This procedure is free of charge.
CSSF – Consumer Protection
283, route d’Arlon, L-1150 Luxembourg
E-mail: reclamation@cssf.lu
Online form & details: https://www.cssf.lu/en/customer-complaints/
The CSSF will issue a reasoned conclusion within 90 days of receiving a complete file (period
may be extended for complex cases). cssf.lucssf.lu
4. Record-keeping & reporting
Tenex keeps a register of all complaints and their outcomes and submits an annual summary to the CSSF in line with Regulation 16-07. cscglobal.com