How to Submit a Complaint

At Bolder, we value your feedback and are committed to addressing any concerns or complaints you may have. Our goal is to provide a transparent, efficient, and fair process for resolving issues.

Step 1: Contact Us

If you have a complaint, please contact our Complaints Handing Team through one of the following methods:

Please fill out this form:

[ADD HUBSPOT COMPLAINTS FORM HERE]

Or email us: complaints@boldergroup.com

Please provide as much detail as possible, including:

• Your name and contact information

• A detailed description of your complaint

• Relevant dates and times

• Any supporting documents or evidence

Step 2: Acknowledgement

Upon receiving your complaint, we will acknowledge receipt within two business days. You will receive an acknowledgement email or letter confirming that we have received your complaint and are investigating the matter.

Step 3: Investigation

Our team will thoroughly investigate your complaint. This process may involve:

• Reviewing relevant documents and records

• Speaking with relevant staff members

• Gathering additional information from you if necessary

Step 4: Resolution

We aim to resolve complaints within 20 business days from the date of acknowledgement. If we need more time to investigate, we will keep you informed of our progress and provide a new expected resolution date.

Once the investigation is complete, we will communicate our findings and any actions we will take to resolve your complaint. This communication will be provided in writing, via email or mail.

Step 5: Follow-Up

If you are not satisfied with the resolution, you may request a further review by requesting that your complaint be escalated to the Senior Management of the Bolder office or service that is the subject of the complaint. The relevant Senior Manager will review your case and provide a final response.

Additional Support

If you remain dissatisfied after the final response, you may, where applicable, refer your complaint to the relevant external body for further review. The contact details for the external body are jurisdiction specific. Our Complaints Handling Team will share these with you.

Note: in case the complaint is addressed to the Bolder Group’s offices in Luxembourg or Hong Kong, the complainant can also decide for the following out-of-court ways of resolution 

Bolder Luxembourg S.A.

If, within one month from the date the complaint was submitted, the complainant does not receive a response, or if the response provided by Senior Management is deemed unsatisfactory by the complainant, they are entitled to appeal to the Commission de Surveillance du Secteur Financier (CSSF), in accordance with the Law of 17 February 2016 and the CSSF Regulation No. 16-07 concerning the out-of-court resolution of complaints.

The relevant procedure and online forms can be accessed through the following link: https://www.cssf.lu/en/customer-complaints

Bolder Fund Services (Hong Kong) Limited or Bolder Corporate Services (Hong Kong) Limited

If, within one month from the date the complaint was submitted, the complainant does not receive a response, or if the feedback provided by Senior Management is deemed unsatisfactory, Bolder invites the complainant to seek independent mediation and/or arbitration services to resolve the dispute. Should the complainant remain unsatisfied, they may appeal to the Hong Kong Monetary Authority (HKMA).

For all information relating to the use and processing of personal data, please read the “Privacy Notice” and “Data Protection Protocol” available on this website:

• Privacy Notice

• Data Protection Protocol

We are committed to learning from complaints to continually improve our services. Your feedback is valuable to us, and we appreciate your patience and understanding throughout the process.

Thank you for giving us the opportunity to address your concerns.