Complaints about infringements of the law of 10 November 2009 on payment services

The Commission de Surveillance du Secteur Financier (CSSF) draws the attention of the public to the establishment of a formal procedure to allow in particular users of payment services, electronic money holders and other interested parties, including consumer associations, to submit complaints to the CSSF about an alleged infringement of provisions of the Law of 10 November 2009 on payment services (“Law of 2009 on payment services”) by payment service providers (“PSPs”) and e-money issuers (“EMIs”). Payment service providers in Luxembourg include banks, payment institutions, e-money institutions or Post Luxembourg (Services Financiers Postaux).

You will find more information about the procedure that has to be followed in order to submit to the CSSF complaints about alleged infringements of the Law of 2009 on payment services under the following link.

Please note that a complaint about a PSP or EMI which a complainant suspects not to meet legal requirements under the Law of 2009 on payment services, will be treated separately from individual disputes that customers may have with a professional of the financial sector that is subject to the supervision of the CSSF. Those individual disputes are treated within the framework of the out-of-court resolution procedure of the CSSF.