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Any complaint may be addressed in writing to the head office of the company.

The person responsible for complaints to Gadd & Cie S.A. is Mr Johan Nordström
email address:
Tel: +352 26 26 74 1

The Complaints procedure can be obtained free of charge and upon request, by writing to

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GADD & Cie S.A. places the Customer’s interest first and expresses the desire to offer a professional service in order to satisfy the latter.

If nevertheless, a Customer does not consider himself satisfied with the service provided, He has the possibility of issuing a complaint and contacting us at one or other of the addresses below at his convenience, mentioning the reference “Complaint” :

By mail :

GADD & Cie S.A.

℅ Mr. Johan Nordstrom

4, Rue de l’Eau 

L-1449 Luxembourg

By eMail : 

To ensure prompt processing of your claim, please ensure it contains the details below:

  • Your identity and contact details
  • Reason for Complaint
  • Date of incident
  • Employee(s) of the company linked to the claim

Within 10 working days, an acknowledgment of receipt will be sent to you, unless the answer to your complaint has been provided to you.

A period of 30 working days should be applicable, if the complaint requires further investigation. In the event that GADD & Cie S.A. is unable to respond within this period, an explanation and date for finalising the processing of the complaint will be sent to the Customer.

If, however, the response provided was not satisfying, justified or deemed incomplete by the Client, the latter may contact the CSSF (Commission de Surveillance du Secteur Financier) directly.

GADD & Cie S.A. has an internal structure whose purpose is to identify, assess, mitigate and resolve potential conflict of interest situations with the Client both on the date of the start of the commercial relationship and during the course of said relationship. The interest of the Client prevails over the interest of the Company.

If GADD & Cie S.A. considers that the risk of conflict of interest is not sufficiently controlled, the Client will be informed of its nature and of the measures taken to limit this risk.

GADD & Cie S.A. periodically assesses the measures in place below:

  • Procedures and policies
  • Separation of duties and escalation process
  • Confidentiality of information
  • Compensation and incentives
  • Personal transactions
  • Gifts
  • Outside business interests of employees

The description of the conflict of interest policy can be found in the general conditions of the contract.

GADD & Cie S.A. does not directly execute the investment instructions but sends them to the custodian banks where the Clients’ assets are deposited either through the banks’ platforms or by email.

GADD & Cie S.A. ensures the best possible execution of instructions by forwarding them to first choice brokers and/or custodian banks within the Schengen zone. GADD & Cie S.A. periodically checks the quality of the service provided by the custodian bank and/or brokers through Due Diligence, in particular collecting confirmation from these players on the compliance of their “best execution”.

In addition, GADD & Cie S.A. conducts a representative sampling of transactions annually and ensures the following factors:

  • Price of the financial instrument
  • Charges applied
  • Trade date and settlement date
  • Posting to the correct bank account

The description of the order execution policy can be found in the general conditions of the contract.