Mediolanum International Funds Limited (“MIFL”) aims to resolve complaints efficiently, effectively, and professionally, in line with legal requirements and best practice.
Complaints may be submitted directly to MIFL or via representatives of its appointed distributors, fund administrators, correspondent banks, transfer agents, or co-operation/sales agents.
Most complaints are handled through MIFL’s distribution networks in Spain, Italy, and Germany, under agreements granting local distributors authority to manage product placement and related issues. For Luxembourg Funds, complaints are managed by the transfer agent in accordance with its own internal procedures.
Complaints Process Options
1. Complaints brought directly against MIFL
Any complaints received by MIFL are reviewed and managed in accordance with our Complaints Handling Policy. Should you not be satisfied with the resolution of your compliant, you may escalate the matter to the Irish Financial Services and Pensions Ombudsman at Lincoln House, Lincoln Place, Dublin 2, Ireland.
Further information to make a complaint is available at https://www.fspo.ie/make-a-complaint/
2. Complaints handled by the Group distributors/ transfer agent (complaints against the Product/Family Banker)
Complaints received from retail investors by distributors or the transfer agent are handled in accordance with their local complaints policies and procedures. Response timelines vary by jurisdiction. MIFL maintains oversight of complaints managed on its behalf and keeps a separate Complaints Register.
Should you not be satisfied with the resolution of your compliant, you may escalate the matter to the regulator in your jurisdiction or to the Irish Financial Services and Pensions Ombudsman (IFSPO), Lincoln House, Lincoln Place, Dublin 2, Ireland.
Further information on complaints handling within the IFSPO is available at https://www.fspo.ie/make-a-complaint/
Complaints Closure
The closure of a complaint may take place where one of the following has occurred:
- MIFL or the representative at the relevant distributor/ Transfer Agent (Lux)/ has sent a Formal Response Letter and to the best of our knowledge no complaint has been made to the Irish Financial Services and Pensions Ombudsman; or
- the complainant has indicated acceptance of the response issued by MIFL or the representative at relevant distributor/ Transfer Agent (Lux); or
- the investor has contacted MIFL or the representative at the relevant distributor/Transfer Agent (Lux) and advised that they do not want the issue to be treated as a complaint. In this case a letter closing the complaint is issued to the complainant and the matter is then finalized; or
- where a negotiated resolution has been reached with the complainant or the matter has been amicably resolved.
Complaints processing
A complaint is reopened when MIFL receives written notice that the complainant is not satisfied with the initial response to their original complaint. These complaints are handled in accordance with the local complaint handling procedures of the relevant distributor or transfer agent.
If there is a delay in responding, the complainant will be informed of the reason for the delay and advised when the investigation is likely to be completed. The complainant will also be kept updated on the progress of the complaint.
3. Complaints handling at Banca Mediolanum: Key Distributor – Italy
Banca Mediolanum is MIFL’s primary distributor in Italy. Its Claims Department maintains a registry of client complaints, investigates issues, seeks resolutions, and prepares responses to complainants. It also records the closure of complaints in its register in accordance with local complaints handling procedures.
Further details on their complaint handling process available at https://www.bancamediolanum.it/reclami-ricorsi-conciliazione
Data Retention
Copies of all correspondence issued or received will be retained by MIFL or its appointed distributor or transfer agent in accordance with their respective data protection and record retention policies.
