Submitting a Complaint
For the purposes of this process, a Complaint is classified as an expression of dissatisfaction from a counterparty or stakeholder regarding TIM or TCX products and services or an expression of dissatisfaction or grievance from a counterparty or stakeholder regarding the administration and / or implementation of EU funds by TIM or TCX.
Where the matter submitted falls under another reporting mechanism, the Complaints Officer will inform the Complainant accordingly and direct them to the appropriate reporting channel.
Complaints can be made by mail or email, as well as through the counterparty’s or stakeholders’ usual contact, who will refer the topic to the Complaints Officer.
By email to: [email protected]
Complaints sent by mail should be addressed to:
TCX Investment Management Company B.V.
Attn: Compliance Department
Mauritskade 63
1092 AD Amsterdam
The Netherlands
Complainants are requested to complete the Complaints Form (Complaints Form) or should at minimum include in their Complaint the following information:
• Name and contact details of the Complainant
• Name of the TIM / TCX representative or contact person involved (if applicable)
• Nature, background, and description of the Complaint
• Date of the communication
• Details of any steps already taken to resolve the issue
• A summary of any relevant conversations
• Copies of any supporting documentation
The description of the Complaint must be sufficient, in the opinion of the Complaints Officer, so to enable a proper consideration and analysis of the facts. TIM and TCX have the right not to consider a Complaint that has not been submitted in accordance with these requirements after repeated requests to the Complainant to do so.
Within two weeks of receiving a Complaint, the Complaints Officer will send the Complainant either a final response or a holding response explaining why the Complaint cannot yet be resolved, outlining next steps and indicating when further contact will be made. This time limit is extended by the response period in case further information is needed from the Complainant.