Regulatory Disclosures
Complaints Handling Policy
Kassai Capital is committed to treating its clients and any counterparties fairly in all circumstances. All complaints submitted to the Firm will be investigated competently, diligently and impartially, with a fair and prompt assessment of the subject matter, whether the complaint should be upheld, and what remedial action or redress may be appropriate.
At Kassai Capital, we are committed to maintaining a high standard of excellence across all our products and services, in every interaction and regardless of the communication channel used.
Nonetheless, unexpected situations may arise that can lead to dissatisfaction. As such, we are committed to providing the necessary means for our clients to submit a formal complaint.
You may inform us—free of charge and in an accessible manner—about any problem or issue you would like to have reviewed or resolved.
Every complaint represents an opportunity for us to improve our processes and enhance client satisfaction.
How to Submit a Complaint
A complaint may be submitted through any of the following channels:
In PersonIn Person
Via the Electronic Complaints Book
Additional Authorities for Submitting Complaints
Capital Markets Commission (Comissão do Mercado de Capitais – CMC)
Data Protection Agency (Agência de Protecção de Dados – APD)
For complaints relating to the processing or breach of personal data.
Processing, Resolution and Response Communication
At Kassai Capital, we handle all complaints in accordance with principles of fairness, diligence and impartiality, and in strict compliance with the regulations governing our business activities and the professional management of Collective Investment Undertakings.
Where a complaint cannot be resolved immediately, it shall be escalated to a dedicated unit responsible for its assessment. A clear and plain-language response will be provided to the complainant without undue delay. All decisions are reasoned, based on legal, rational, and objective criteria, and aim to safeguard both the interests of the client and of the Firm.
The conclusion of the complaint process—whether the outcome is favourable or unfavourable to the complainant—will always be communicated, either in person or via email, letter, or another communication channel (limited to addresses, emails or phone numbers previously registered and associated with the Client/Complainant in the Firm’s records). In cases of unfavourable decisions, the rationale for such decision will be clearly provided.
For further information regarding our Complaints Handling Policy, please contact us through our dedicated customer service channels.