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Concerns or complaints
Concerns or complaints
Not satisfied with our services?
In the case of a complaint, Banque de Luxembourg clients 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 email
- By submitting the relevant form
In order to process complaints quickly, they must be phrased using clear and concise language. The client 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 client should also provide a copy of the valid identity document of the individual applicant or, if the applicant is a legal entity, of the persons representing the legal entity. In general, if the applicant is acting on behalf of the client, they will be required to provide documentary evidence of their power of representation. If a response cannot be provided in a timely manner, the person handling the complaint will send an acknowledgement of receipt within 10 working days of receipt of the complaint.
A response will then be sent within one month of receipt of the complaint. If a response still cannot be provided within this time, the person handling the complaint will send a letter explaining the reasons for the delay and giving a date by which the complaint is likely to be closed.
If the client is not satisfied with the solution proposed by Banque de Luxembourg, they may contact the CSSF within one year from the date on which they lodged their initial complaint:
- By post to the following address: Commission de Surveillance du Secteur Financier, 283 route d’Arlon, L-2991 Luxembourg
- By fax to the CSSF: (+352) 26 25 1 - 2601
- By email: firstname.lastname@example.org
Similarly, with respect to complaints concerning the insurance brokerage activity carried out by Banque de Luxembourg, if the client is not satisfied with the solution offered by the Bank, they may refer their request to the Commissariat aux Assurances within one year from the date on which they lodged their initial complaint:
- By post to the following address: Commissariat aux Assurances, 7 boulevard Joseph II, L-1840 Luxembourg
- By fax to the Commissariat aux Assurances: (+352) 22 69 10
- By email to the following address:email@example.com
- Via the website of the Commissariat aux Assurances (www.caa.lu)