Customer complaints

Out-of-court complaint resolution

 

The CSSF is competent to receive complaints from customers of the professionals subject to its supervision and to act as an intermediary in order to seek an amicable settlement of these complaints.

 

The CSSF acts in its capacity as dispute resolution body, notably pursuant to the European legislation relating to the out-of-court resolution of consumer disputes that were transposed into Luxembourg national law and introduced into the Consumer Code in 2016.

 

The CSSF is registered on the list of the alternative dispute resolution (ADR) bodies within the meaning of Article 431-1 of the Consumer Code and on the list of ADR entities established and published by the European Commission.

 

The complaints are handled by the Legal department "Consumer Protection/Financial Crime".

 

Opening an out-of-court complaint resolution procedure with the CSSF is subject to the condition that the complaint has been dealt with by the management of the relevant professional beforehand. In this respect, the complaint must have been first submitted in writing to the manager responsible for complaint handling.

 

In the case where one month after having sent your complaint to the manager responsible for complaint handling, you have received neither a satisfactory answer nor an acknowledgement of receipt, you can apply for an out-of-court resolution of your complaint with the CSSF. In this case, please use the form below and follow the instructions specified therein:

 

Form

 

Other documents concerning customer complaints

 

CSSF Regulation N°16-07 relating to the out-of-court resolution of complaints 

  

FAQ - Complaints  (only in French)