Customer complaints

Out-of-court complaint resolution

 

The CSSF is competent to receive complaints by customers of entities subject to its supervision and to act as an intermediary with them in order to seek an amicable settlement to these complaints.

   

The opening of the procedure is subject to the condition that the complaint has been previously dealt with by the relevant professional. Therefore, the complaint must have been previously sent in writing to the management of the professional.

  

If within one month after having sent your complaint to the management, you do not receive a satisfactory response or at least an acknowledgement of receipt, you can file a request for out-of-court complaint resolution with the CSSF by using the form below:

 

Form 

 

Other documents concerning customer complaints

 

CSSF Regulation N°13-02 relating to the out-of-court resolution of complaints 

 

Circular CSSF 14/589: Details concerning Regulation CSSF N° 13-02 of 15 October 2013 relating to the out-of-court resolution of complaints (only in French)

Table listing the claims registered by the professional - 27 June 2014

 

FAQ - Complaints