Di Lucca handles complaints with the care, transparency and objectivity required, and also endeavours to find the truth of the matter concerned.
How do I file a complaint?
Complaints can be sent to DI LUCCA INVESTMENT (PTY) LTD at any time. They do not have to be made in any particular way. Di Lucca has set up a central point for processing complaints, which can be contacted using the following details:
Di Lucca
Complaint management
Poststrasse 33
20354 Hamburg, Deutschland
Email: info@dilucca.co.za
Complaints should contain at least the name and contact details of the complainant, a short description of the matter on which the complaint is based, as well as a brief explanation of the purpose the complaint is intended to achieve.
How does the complaint process proceed?
The complainant receives a written or electronic confirmation of receipt once the complaint has been received as well as the name and contact details of the person who is responsible for processing the complaint and an expected processing time. The complainant can contact the person named throughout the entire complaints process. Di Lucca has set itself the goal of answering complaints within ten working days. If, by way of exception, it is not possible to resolve the matter completely within this period, the complainant receives an interim notice giving the reasons for the delay and the expected conclusion of the investigation. If the complaint cannot be remedied, the complainant receives a written or electronic communication giving a reason why the complainant’s request cannot be satisfied.
What should I do as a complainant if I do not receive a satisfac-tory answer?
If the complainant either does not receive a satisfactory answer or does not receive a confirmation of receipt within ten working days or does not receive an answer within a month, the complainant has the option of resubmitting the complaint to the Executive Board using the following contact details:
DI LUCCA INVESTMENT (PTY) LTD
10 Church Street
Stellenbosch 7600
Cape Town, South Africa
or
DI LUCCA INVESTMENT PTY LTD
Poststrasse 33
20354 Hamburg
Deutschland
or
DI LUCCA HOLDING LTD
71-75 Shelton Street
Covent Garden
LONDON WC2H 9JQ