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Complaint Management for Investors

INTREAL and INTREAL Luxembourg have established effective and transparent procedures for the appropriate and prompt handling of complaints. Complaint means any expression of dissatisfaction addressed to INTREAL or INTREAL Luxembourg by a natural or legal person (Complainant). This does not include services pursuant to the German Banking Act (Kreditwesengesetz) that also constitute securities services pursuant to the German Securities Trading Act (Wertpapierhandelsgesetz).

With its complaint management, INTREAL and INTREAL Luxembourg aim to increase investor satisfaction and to fully comply with the legal requirements.


The procedures described in this document address to investors in the open-ended and closed-ended public AIFs managed by us. Investors in the open-ended and closed-ended special AIFs managed by INTREAL can get in touch with their contact at our company directly.

INTREAL Luxembourg

The procedures described herein are intended for investors in the funds we manage.


INTREAL’s and INTREAL Luxembourg’s management board is responsible for INTREAL’s and INTREAL Luxembourg’s complaint management. The responsibility for responding to incoming complaints depends on their content. If necessary, INTREAL and INTREAL Luxembourg’s also cooperates with law firms. The processing of a complaint is free of charge for INTREAL and INTREAL Luxembourg’s investors. Complaints will be answered without delay, i.e. within a review and consideration period to be assessed according to the circumstances of the individual case.

We assume that the processing time for non-complex matters is generally five bank working days.

If longer investigations are necessary, you will receive interim information on the processing status.

Every complaint and the measures taken to remedy the situation will be documented.
No specific form is required for filing a complaint.


Via E-Mail
Please write at: beschwerde@intreal.com.

Via Mail
IntReal International Real Estate Kapitalverwaltungsgesellschaft mbH;
– Beschwerdemanagement –
Ferdinandstraße 61; 20095 Hamburg


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In addition to contacting INTREAL directly, consumers may, in the event of disputes in connection with the provisions of the German Investment Code (Kapitalanlagegesetzbuch – KAGB), call the Ombudsstelle für Investmentfonds des BVI Bundesverband Investment und Asset Management e. V. free of charge. A consumer is any natural person who concludes a legal transaction for a purpose that cannot be attributed to his or her commercial or independent professional activity. INTREAL participates in dispute resolution proceedings before this arbitration board. Further details are governed by the Rules of Procedure of the Ombudsman’s Office for Investment Funds of the BVI. The right to appeal to the courts remains unaffected by the appeal to the BVI ombudsman’s office.

The contact details of the BVI Ombudsman Office for Investment Funds are:

Büro der Ombudsstelle
BVI Bundesverband Investment und Asset Management e. V.
Unter den Linden 42
10117 Berlin
Telefon: (030) 6449046-0
Telefax: (030) 6443046-29
E-Mail: info@ombudsstelle-investmentfonds.com

In the event of disputes in connection with online purchase contracts or online service contracts, consumers can also turn to the EU’s online dispute resolution platform (www.ec.europa.eu/consumers/odr). The following e-mail address of INTREAL can be used for this purpose: beschwerde@intreal.com. The platform is not itself a dispute resolution body, but merely puts the parties in contact with a competent national dispute resolution body.

umbudsman membership certificate


Via E-Mail
Please write at: beschwerde-lux@intreal.com.

Via Mail
IntReal Luxembourg S.A.;
– Complaint Management –
6B, rue du Fort Niedergrünewald
L-2226 Luxembourg

An acknowledgement of receipt will be sent by us no later than ten working days after receipt of your complaint.

A written reply will be sent to you within one month of receipt of your complaint.

If you are not satisfied with the way your complaint was handled, you have the option to write to the competent person within the company’s senior management, Camille Dufieux.


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If your complaint has not been resolved or if no interim response has been sent within one month of sending your complaint to the Company, you still have the option of using the out-of-court complaint resolution procedure offered by the Luxembourg Financial Supervisory Authority, “Commission de Surveillance du Secteur Financier” (“CSSF”).

The legal basis for doing so is CSSF Regulation 16-07 that governs the out-of-court resolution of complaints. You may contact the CSSF via postal mail to:

Commission de Surveillance du Secteur Financier
Département Juridique CC
283, route d’Arlon
L-2991 Luxembourg

or via facsimile to: +352 26 251 601

or via e-mail to (reclamation@cssf.lu). Requests for the out-of-court resolution of complaints will not be admitted by the CSSF if more than one year has elapsed between the date of filing a given complaint with the CSSF and the date the same complaint was originally filed with INTREAL Luxembourg.


The principles for handling and redressing complaints are reviewed periodically and published by INTREAL Luxembourg.
Alternatively, you may also take legal action before ordinary courts to enforce your rights.

In case of disputes connected with online sales contracts or online service contracts, consumers may also turn to the EU’s platform for online dispute resolution (www.ec.europa.eu/consumers/odr). To this end, you may use the following e-mail address of INTREAL: beschwerde-lux@intreal.com. While the platform is not itself a body for dispute resolution body, it puts the parties in contact with a competent national dispute resolution body.