Complaints Policy

Themis Portfolio Management Limited, using Altia as the registered trademark (hereafter referred to as “Altia”) has a defined policy for Complaints Handling & Management. This Policy is designed to provide the foundation for implementing a consistent, diligent, efficient and impartial approach for the handling of complaints; introduce appropriate organisational governance for these matters; and implement tools for structured complaints management. Our aim is to consider fairly and handle efficiently and effectively all complaints.

In this respect, we inform you of your right to file a complaint regarding Altia and our operational procedures or our employees. Our commitments to you regarding your complaint are as follows:

• All complaints filed with us via the allowed methods, shall be acknowledged and duly recorded and their progress in responding to you, followed up.
• We shall make every reasonable effort to consider your complaint and respond within the deadlines applicable in all relevant legislative and regulatory requirements. If a delay is anticipated vis-à-vis such requirements, we shall inform you as soon as we foresee such a possibility.
• We shall consider all relevant information regarding your complaint in a thorough, consistent and fair manner, ensuring the independence of the persons evaluating your complaint from those against whom the complaint may relate.
• Our response shall be in writing in as simple and understandable language as possible.

If you wish to file a complaint, please download the form here, complete it with all relevant details, and send the document to complaints@themispm.com. In doing so, kindly be reminded that you are expressly providing your consent to us in processing your respective personal information that you shall provide as part of your complaint. Please review our Privacy Policy here. You are also reminded of your right to withdraw such consent by writing to complaints@themispm.com to this effect, without however affecting the lawfulness of processing which has happened before such withdrawal.