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:




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