Help and accessibility
What is digital accessibility?
Digital accessibility involves making websites, mobile applications, and other online communication services accessible to people with disabilities. The content provided must be perceptible (i.e. easy to perceive visually and aurally), usable, understandable and adapted to assistive technologies.
Digital accessibility applies to all disabilities that affect the use of online public communication services, including physical, sensory, mental, cognitive and psychological disabilities, whether permanent or temporary.
Our accessibility policy
Digital accessibility is a continuous concern in the design and development stages of websites and mobile applications, which we make available to both our clients and our employees.
Directive (EU) 2016/2102
In accordance with Article 47 of Law No. 2005-102 of 11 February 2005 on equal rights and opportunities, participation and citizenship of persons with disabilities, transposing EU Directive 2016/2102 of 2 December 2016 on the accessibility of the websites and mobile applications of public sector bodies, and in line with its ambitions and commitments, our Group is committed to making its websites (internet, intranet and extranet) and mobile applications accessible.
Directive (EU) 2019/882 (European Accessibility Act)
European Directive (EU) 2019/882 of the European Parliament and of the Council of 17 April 2019 on the accessibility requirements for products and services and its national implementing provisions target digital products, equipment and services intended for private clients. These must therefore comply fully with the accessibility requirements specified in the harmonised European standard EN 301 549.
The accessibility statement describes the conditions of the audit and its results.
Accessibility statements
An accessibility audit establishes a level of compliance with a standard.
The accessibility statement describes the conditions of the audit and its results.
An audit was conducted in the second quarter of 2025 and identified areas of non-compliance. These will be corrected gradually, according to a statement of non-compliance submitted to OSAPS, the regulatory body.
Audits were conducted on each of these three digital services:
- the website, www.banquedeluxembourg.com
- the e-banking website, secure.banquedeluxembourg.com: visit the dedicated page.
- the mobile application: visit the dedicated page.
Help using this site
Main menu
The website has a main navigation menu that provides access to the various sections of the site.
It is always positioned in the same place, regardless of the page being viewed.
Other navigation systems
A site map is accessible via a link at the bottom of the page.
Page layout
Each page layout is arranged in the same way, with several distinct parts:
- The main navigation bar where you can find the site menu
- The banner or page header area
- The main content
- The secondary navigation of the section being viewed
Sub-navigation of the section being viewed
The implementation of secondary navigation in each section of the website allows users to benefit from two means of navigation: the main navigation bar at the top of the page and a sub-navigation bar within the section being viewed, allowing for a better understanding of the content of the section being viewed thanks to the hierarchical organisation of the information.
Feedback and contact
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.
Rights of appeal
If the claimant is not satisfied with the solution proposed by Banque de Luxembourg, they may submit their complaint in writing to OSAPS within 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
- by completing the complaints form available on the OSAPS website www.osaps.lu
Feedback and contact
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, Belgian branch
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.
Rights of appeal
If the claimant is not satisfied with the solution proposed by Banque de Luxembourg, they may submit their complaint in writing to OSAPS within 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
- by completing the complaints form available on the OSAPS website www.osaps.lu