Customer Complaints

A complaint or issue of dissatisfaction can be submitted, free of charge, in the following ways to Digital Transformation Capital Partners GmbH’s complaints management function:

In writing:
Digital Transformation Capital Partners GmbH
Jan-Michael Dierkes
Am Sandtorpark 2
20457 Hamburg
Germany

E-Mail: jan.dierkes@dtcp.capital
Phone: +352 621 719 996

On receipt of your communication, we will undertake an assessment as to whether this is a complaint in connection with our investment services and should be handled in line with our internal complaints policy.

If that is the case, we will provide an acknowledgement of your complaint promptly and will keep you informed of our progress in reviewing your complaint.

We will ensure that we investigate the complaints effectively, impartially, competently and diligently. We will seek additional information where necessary. Our assessment of the complaint will be made promptly, adequately and without conflicts of interest. We will assess the remedial action or redress that is appropriate if the complaint is upheld and will also assess whether another respondent party is solely or jointly responsible for the issue raised within the complaint. We will communicate our position on the complaint to you and inform you about your options, including that you may be able to take civil action.

When an answer cannot be provided within three business days, we will inform you about the causes of the delay and indicate when the investigation by us is likely to be completed. We will provide you with details of who is internally responsible for handling your complaint and who will provide you with updates.

All final answers to you will be provided on paper or in another durable medium, to the extent that you have not expressly demanded an oral answer only. Alternatively, oral complaints can only be answered orally if you consent to this.

We will ask you to confirm if you are satisfied with our conclusion. Where the offer of remedial action or redress is accepted, we will ensure that we comply with the terms of this. If you are not satisfied with our conclusion, we will not close your complaint and will continue to seek resolution.