Commitment to Fair & Transparent Resolution
OTR Partners is committed to upholding the highest standards of integrity, fiduciary responsibility, and professional conduct. We take any expression of dissatisfaction from a Limited Partner, prospective investor, or commercial counterparty seriously and ensure that all complaints are investigated impartially, confidentially, and promptly by our Compliance Department.
How to Submit a Formal Complaint
Complaints may be submitted free of charge in writing via the online contact form, by email, or by registered mail addressed to our Chief Compliance Officer (CCO):
- Email: compliance@otrgp.com
- Attention: Chief Compliance Officer — OTR Partners
- Registered Office (BVI / Delaware / Luxembourg)
Complaint Handling Timeline & Process
- Acknowledgment (Within 5 Business Days): Upon receipt of your complaint, the Compliance Department will log the matter in our internal Complaints Register and send you a written acknowledgment containing a unique Complaint Reference Number and the name of the officer assigned to investigate your case.
- Investigation & Review (Within 15–20 Business Days): The Chief Compliance Officer (or an independent principal not directly involved in the subject matter of the complaint) will review all relevant documentation, communications, and transaction records. If additional information is required, we will contact you promptly.
- Final Written Response (Within 30 Business Days): We will issue a formal written response detailing the findings of our investigation, our final determination, and any remedial actions proposed. If exceptional circumstances prevent us from issuing a final response within 30 business days, we will notify you in writing explaining the reason for the delay and specifying the expected completion date.
Escalation & Regulatory Recourse
If you are dissatisfied with our final written determination, you may have the right to escalate the matter in accordance with the dispute resolution provisions set forth in your respective Limited Partnership Agreement (LPA) or Subscription Agreement, or, where applicable to regulated entities within our group, to the relevant supervisory authority in the corresponding jurisdiction (such as the BVI Financial Services Commission (FSC), the Commission de Surveillance du Secteur Financier (CSSF) in Luxembourg, or the Financial Supervisory Service (FSS) in the Republic of Korea).