We take care of your concerns

Complaint Management for Investors

INTREAL has established effective and transparent procedures for the appropriate and prompt handling of complaints. Complaint means any expression of dissatisfaction addressed to INTREAL 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 aims 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.
 

WE TAKE CARE OF YOUR CONCERNS

INTREAL´s management board is responsible for INTREAL´s complaint management. The responsibility for responding to incoming complaints depends on their content. If necessary, INTREAL also cooperates with law firms. The processing of a complaint is free of charge for INTREAL 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.

CONTACT US

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

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

CONTACT US

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OUT-OF-COURT DISPUTE RESOLUTION PROCEDURES FOR CONSUMERS

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
www.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.