The Matthews Asia Funds (“Funds”) has implemented procedures for managing customer complaints that complies with the requirements of the Commission de Surveillance du Secteur Financier (“CSSF”) Regulation 16-07 relating to the out-of-court resolution of complaints.
A complaint is an expression of dissatisfaction received either orally or in writing, justified or not, from or on behalf of an eligible complainant about the Funds' provision of or failure to provide a financial service. A request for information, clarification or service is not a complaint.
If you wish to express a dissatisfaction/complaint, please do so in writing and include your/the complainant's full name (for legal entities, the name of the legal entity and its legal representative), address, contact details, the name of the applicable sub-fund(s), information pertaining to the complaint and enclose all relevant supporting documentation in your communication.
The communication should be sent to:
- By email: email@example.com
- By post:
Attn.: Complaints Officer
Matthews Asia Funds Transfer Agency
Brown Brothers Harriman (Luxembourg) S.C.A.
80, Route d'Esch
An acknowledgement letter will be sent to you within 10 business days of the receipt of the complaint. If the complaint cannot be closed before that time, we will inform you of the name and contact details of the person in charge of resolving your complaint. A letter will be sent to you within one month to inform you of the status and/or outcome of your complaint. If the outcome has been closed, we will inform you of the specific actions we have taken to resolve the complaint. If we have not been able to resolve the complaint, we will update you on the status and the cause of the delay as well as the expected end date every month thereafter until the matter is closed.
Referral to the CSSF
The Funds inform its investors of the existence of the out-of-court dispute settlement procedure with the CSSF, the Luxembourg financial services regulator.
Where an investor did not receive a response or a satisfactory response within one month of a complaint being submitted to the Funds, the investor can refer his/her/its complaint to the CSSF within one year of the date of filing with the Fund. In the event of submitting a complaint to the CSSF, it should be submitted in English, Luxembourgish, German, or French through the following means:
- By email: firstname.lastname@example.org
- By post:
Commission de Surveillance du Secteur Financier
283, route d'Arlon
- By fax: +352 26 51 1-601
- By completing the CSSF form available at:
For further information on complaints from the CSSF, please refer to http://www.cssf.lu/en/consumer/complaints/