Concerns or complaints
Not happy with our services?
In the event of a complaint, a Banque de Luxembourg Client may contact his/her usual adviser or make a direct complaint to the Legal & Compliance Department, at the following address:
Legal & Compliance Department
14, Boulevard Royal
Or by email
To ensure complaints are dealt with rapidly, they should be clearly presented. The Client should summarise the facts that are the basis for the complaint in a detailed and chronological manner and provide any additional information available (such as transaction dates and correspondence or emails with Banque de Luxembourg). The Client should also provide a copy of his/her passport in the case of an individual or identification details in the case of a legal entity. If the person lodging the complaint is acting on behalf of a Client, he must provide a document proving his authority to represent the Client.
If a response cannot be provided within a short period of time, the person in charge of the complaint at the Legal & Compliance Department will send an acknowledgement of receipt within 10 business days following receipt of the complaint.
A response will be sent within one month from the date of receipt of the complaint. If a response cannot be provided within this period of time, the person in charge of the complaint at the Legal & Compliance Department will send a letter explaining the reasons for the delay and a date on which the assessment of the complaint is expected to be completed.
If the solution proposed by Banque de Luxembourg does not satisfy the Client, he/she may submit it in writing to the CSSF, either by post to the following address:
Commission de Surveillance du Secteur Financier