Complaints Management
AATIF has established a Complaints Management Policy to provide stakeholders with an efficient mechanism to submit and resolve complaints. A complaint is a statement of dissatisfaction submitted with the aim of recognising a right or redressing harm in relation to AATIF, its delegates, or the provision of — or failure to provide — a financial product or service.
Complaint channels
By email:
Subject: Complaints – Africa Agriculture and Trade Investment Fund
By post:
Africa Agriculture and Trade Investment Fund
31 Z.A. Bourmicht
L-8070 Bertrange
Grand Duchy of Luxembourg
Subject: Complaints – Africa Agriculture and Trade Investment Fund
With a copy to:
Innpact S.A. – Africa Agriculture and Trade Investment Fund
5 rue Jean Bertels
L-1230 Luxembourg
Grand Duchy of Luxembourg
Checklist
A complaint should include:
- identity and contact details of the complainant, unless submitted anonymously;
- reasons for the complaint;
- copies of supporting documents, where applicable;
- if submitted through a representative, evidence of authority to act.
Anonymity
Complaints may be submitted anonymously. However, anonymous complainants cannot receive acknowledgements, follow-up requests, or investigation reports.
Response timelines
AATIF will acknowledge receipt of a complaint within 10 business days, unless a full response is provided within that period. AATIF aims to respond no later than one month after receipt of the complaint. If more time is required, the complainant will be informed of the reasons for the delay and the expected timing of resolution.
CSSF Escalation
If the complainant does not receive a response or receives an unsatisfactory response within one month, the complainant may contact AATIF’s Complaints Officer and/or the Board using the same channels. If no satisfactory response is received within one month after escalation, the complainant may refer the matter to the CSSF out-of-court complaint resolution procedure.