Accessibility
Not satisfied with the accessibility of our digital services?
In the case of a complaint, Banque de Luxembourg clients or any other parties (hereinafter the “claimant”) may contact their usual adviser or lodge a complaint directly with the Legal department:
- By post to the following address:
Banque de Luxembourg, Legal department
14, boulevard Royal
L-2449 Luxembourg, - By filling out the complaints form.
In order to process complaints quickly, they must be phrased using clear and concise language. The claimant must draw up a detailed and chronological summary of the facts giving rise to the complaint, together with any additional information (transaction dates, correspondence or emails exchanged with Banque de Luxembourg, etc.). The claimant must also provide a copy of a valid identity document for identification purposes. When the complaint is filed on behalf of a third party (a natural person or legal entity), the claimant must also present proof of their power of representation.
Banque de Luxembourg will send acknowledgement of receipt within ten business days of receipt of the complaint, unless a response to the complaint has been provided within this period.
Once a claimant has received acknowledgement of receipt, a response will then be sent within one month of receipt of the complaint. If a response cannot be provided within this time, Banque de Luxembourg will inform the claimant of the reasons for the delay and indicate a date by which investigation of the claim is likely to be finished.
If the claimant is not satisfied with the solution proposed by Banque de Luxembourg, they may submit their complaint in writing to OSAPS within a period of one year from the date on which they lodged their initial complaint with Banque de Luxembourg:
- by post to the following address:
OSAPS
11, rue Robert Stümper
L-2557 Luxembourg - by fax to OSAPS: (+352) 24 77 65 60
- by email: signalement@osaps.etat.lu, or
- by completing the complaints form available on its website www.osaps.lu
Not satisfied with the accessibility of our digital services?
In the case of a complaint, Banque de Luxembourg clients or any other parties (hereinafter the “claimant”) may contact their usual adviser or lodge a complaint directly with the Legal department:
- By post to the following address:
Banque de Luxembourg Belgium
120, Chaussée de la Hulpe
1000 Brussels, - By submitting the relevant form.
In order to process complaints quickly, they must be phrased using clear and concise language. The claimant must draw up a detailed and chronological summary of the facts giving rise to the complaint, together with any additional information (transaction dates, correspondence or emails exchanged with Banque de Luxembourg, etc.). The claimant must also provide a copy of a valid identity document for identification purposes. When the complaint is filed on behalf of a third party (a natural person or legal entity), the claimant must also present proof of their power of representation.
Banque de Luxembourg will send acknowledgement of receipt within five business days from receipt of the complaint, unless a response to the complaint has been provided within this period.
Once a claimant has received acknowledgement of receipt, a response will then be sent within one month of receipt of the complaint. If a response still cannot be provided within this time, Banque de Luxembourg will inform the claimant of the reasons for the delay and a date by which investigation of the claim is likely to be finished.
If the claimant is not satisfied with the solution proposed by Banque de Luxembourg, they may submit their complaint in writing to OSAPS within a period of one year from the date on which they lodged their initial complaint with Banque de Luxembourg:
- by post to the following address:
OSAPS
11, rue Robert Stümper
L-2557 Luxembourg - by fax to OSAPS: (+352) 24 77 65 60
- by email: signalement@osaps.etat.lu, or
- by completing the complaints form available on its website www.osaps.lu