The MUFG Group Compliance Manual details the complaints handing infrastructure with effective and transparent complaints management processes for the prompt handling of clients’ or potential clients’ complaints in relation to services provided by MUFG Alternative Investment Fund Services (Jersey) Limited (‘MAFSJL’) and MUFG Jersey Management Company Limited (‘ManCo’).
MAFSJL is regulated by the Jersey Financial Services Commission for the conduct of Fund Services Business and Trust Company Business and ManCo is regulated by the Jersey Financial Services Commission for the conduct of Fund Services Business. Clients of MAFSJL and ManCo may submit any complaint they have relating to these services to the postal address provided below.
The Compliance Manager
MUFG Alternative Fund Services (Jersey) Limited and/or MUFG Jersey Management Company Limited
2 Hill Street,
Jersey, Channel Islands
“Complaint” is defined as ‘any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of, a person about the provision of, or failure to provide, a service that relates to fund services business/trust company business carried on by the registered person, which alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience’.
The MUFG Global Compliance Manual will be reviewed and/or amended from time to time and/or as and when considered necessary by the Board of Directors and the Compliance Department.
Complaints Handling Process
Client complaints shall be handled by the Compliance Department.
The Compliance Department shall register each complaint in the Complaints Handling Log.
A timely communication shall be sent to the Client acknowledging receipt of the complaint and providing an indication of the anticipate response time with a proposed resolution. We will endeavor to acknowledge the complaint within 24 hours however, at the latest, we will acknowledge it within 5 business days.
The investigation of the complaint is subject to the provision of the correct information by the Complainant.
We will keep the Complainant informed about the progress of their complaint including details of any action being taken to resolve the complaint.
We will advise the Complainant in writing when the complaint is considered closed and where the complaint is not upheld, clearly stating the reason(s) for rejecting the complaint.
MUFG Alternative Fund Services (Jersey) Limited. A subsidiary of Mitsubishi UFJ Fund Services Holdings Limited. MUFG Alternative Fund Services (Jersey) Limited is incorporated in Jersey as a limited company. Company Registration Number: 118896. MUFG Alternative Fund Services (Jersey) Limited is regulated by the Jersey Financial Services Commission for the conduct of Fund Services (and Trust Company) Business. Registered Office: 1st Floor, 2 Hill Street, St. Helier, Jersey, JE1 4FS.