Concerns or complaints
Not satisfied with our 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 email, or
- 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 the CSSF within one year from the date on which they lodged their initial complaint with Banque de Luxembourg:
- 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: reclamation@cssf.lu, or
- by completing the complaints form available on its website www.cssf.lu
Not satisfied with our 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 email, or
- 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 client is not satisfied with the solution proposed by Banque de Luxembourg, they may file a complaint in writing with the financial disputes resolution department of the Belgian Ombudsfin within one month of the date on which they received a response from Banque de Luxembourg:
- By post to the following address:
Ombudsfin
North Gate II
Boulevard du Roi Albert II, 8, bte 2
1000 Brussels, - By email to the following address: ombudsman@ombudsfin.be, or
- By completing the complaints form available on its website www.ombudsfin.be.