How to make a complaint

We're sorry that you're unhappy and we would like to resolve this quickly for you.

Where to make a complaint

We want to make the complaint process as simple for you as possible, which is why complaints can be made verbally.

Download our Complaints Policy.

FAQs

Our final response will provide an assessment of your complaint and confirmation of whether it has been upheld or not. We will provide you with an answer without undue delay and in any case, within a period which cannot exceed one month after your initial complaint was made. Depending on the outcome and circumstances, we may then offer redress and/or take remedial action.

If you are an eligible complainant, we will also inform you that you may refer your complaint to the The Commission de Surveillance du Secteur Financier (CSSF).

If you're unhappy with our final response, let us know, as we would like to try and find a resolution. If you are an eligible complainant, you may also refer your complaint to the The Commission de Surveillance du Secteur Financier (CSSF). Further information can be found at www.cssf.lu/en/customer-complaints/.

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