General complaints to the CSSF about professionals

Summary

    General information

    General complaints concerning professionals which aim at denouncing professionals that would (allegedly) violate applicable laws and regulations (“General complaints”) will be treated by the CSSF separately from Individual customer complaints aimed at finding an extrajudicial settlement with a professional supervised by the CSSF (“Individual customer complaints”). Individual customer complaints are subject to the out-of-court complaint resolution procedure based on the CSSF Regulation No 16-07 relating to out-of-court complaint resolution (“CSSF Regulation No 16-07”). Information about the out-of-court resolution procedure of Individual customer complaints and its conditions can be found here: https://www.cssf.lu/en/customer-complaints/.

    Complaints under Article 15 of the law of 15 July 2024 on the transfer of non-performing loans (Law of 15 July 2024) can be submitted under this general procedure.

    According to Article 15 of the Law of 15 July 2024 the CSSF will handle complaints from borrowers concerning credit purchasers, credit servicers and credit service providers (all as defined in the Law of 15 July 2024).

    Please note that complaints submitted in accordance with Article 15 of the Law of 15 July 2024 will be treated by the CSSF separately from individual customer complaints that are subject to an out-of-court complaint resolution procedure based on the CSSF Regulation No 16-07.

    Procedure

    General complaints will be received and analysed by the CSSF. The CSSF will acknowledge receipt of the information that will be submitted to it in case of a general complaint as the case may be and use this information to assist its supervisory work, in the execution of its different supervisory powers granted by the applicable laws. Please note that, in general, the CSSF will not inform on the outcome of its supervisory investigations due to its confidentiality rules.

    How to submit a General complaint to the CSSF

    General complaints shall be filed by sending the completed complaint form (PDF):

    • either by mail (simple mailing, no registered letter required) to the following address:
      Commission de Surveillance du Secteur Financier
      Département Juridique « JUR-CC »
      283, route d’Arlon
      L-2991 Luxembourg
    • or by email to the following address: reclamation@cssf.lu

    General complaints shall be filed together with all relevant documents in English, French, German or Luxembourgish.

    General complaints shall be accompanied by all documents necessary to understand the issues at stake. Complainants will receive an acknowledgement of receipt message concerning their complaints in principle within 10 working days.

    Documentation