Complaints
LuxCSD is committed to provide you with the best possible service. The satisfaction of our customers is our top priority.
In accordance with CSSF Regulation 16/07, we have set up a process of complaint management which we comply with in the unlikely event of a client complaint. We ensure that all customer complaints are processed in a fair and timely manner. This includes an investigation of the root cause of the issue and the implementation of any mitigating actions.
How to file a complaint?
All complaints related to our products and services that have caused you a financial loss or impairment of your business, must be submitted in writing to your Relationship Manager.
The request should include customer contact details and a complete description of the event giving rise to a complaint and how your business was impacted.
What is the procedure for handling a complaint?
Once we have received your complaint, we will collect all the information necessary and conduct an in-depth investigation in order to provide the most complete response possible. You will receive a written confirmation of receipt of your complaint no later than 10 business days following its receipt.
LuxCSD will respond to your complaint within a period of one month from its receipt. If we cannot respect the mentioned period, for example, due to complexity of the complaint, we will inform you when the complaint is likely to be resolved.
What to do in case you are not satisfied with the response?
In the absence of a response or a satisfactory response, you can address your complaint by email to: CEOcomplaints@luxcsd.com.
If you are not satisfied with the response given by the CEO of LuxCSD, you may refer to the Commission de Surveillance du Secteur Financier (CSSF) for an out-of-court complaint resolution in accordance with the CSSF Regulation N⁰ 16-07, within a period of one year from the date on which you have filed a complaint with LuxCSD.
Commission de Surveillance du Secteur Financier
283, route d’Arlon
L-2991 Luxembourg
Phone: (352) 26 25 12601
Email: reclamation@cssf.lu