Complaints Policy
FundBank (Europe) S.A. focus on offering the highest quality of services. Your Relationship Manager is your dedicated point of contact at the bank and can answer your questions and give you any details you may need. If, however, you are facing a situation that you are not satisfied with or which you do not understand, you may send your complaint to the contacts who are mentioned below FundBank (Europe) S.A. (the Bank) establishes, applies and keeps operational procedures which are efficient and transparent in view of a reasonable and quick handling of complaints which are addressed to the Bank. A complaint is defined as a complaint filed in writing with the Bank by a client or another third party in business relations with the Bank concerning services as provided by the latter. The purpose is to recognise a right or to redress a harm.
The Bank is committed to promptly and thoroughly investigate and process any concern grievance or dissatisfaction in a timely manner and in your best interests.
Your are invited to address all complaints by either:
- Email: complaints@fundbank.com
- Mail: FundBank (Europe) S.A., Complaint Responsible Manager,11-13 Rue Jean Fischbach, 3372 Leudelange (Luxembourg)
Please provide a brief description of the subject of the complaint, the current situation and your contact details as well as supporting documents, if any, for your complaint to be investigated.
The Bank’s objective is to handle complaints with care, in a consistent and verifiable manner and within a reasonable timeframe.
Within 10 working days from the receipt of your complaint you will receive confirmation that your complaint will be taken care of.
You will receive a final response within a maximum of 1 month, if investigations are necessary. If the Bank is unable to provide you with a response within such timeframe, it will inform you of the reasons for the delay and of the date by when it is expecting to provide you with a response.
However, in the event of a complaint relating to payment services which fall within the scope of the amended law of 10 November 2009 relating to payment services, you will receive a final response within a maximum of 15 working days following receipt of the complaint, which can be extended, in certain cases as described in our general terms and conditions, up to a maximum of days which do not exceed 50 working days from the receipt of the complaint.
If you have not received an answer or an answer which you consider satisfactory within 1 month of lodging your complaint with the Manager responsible for complaint handling, you have the possibility to file an out-of-court complaint with the CSSF. You may file such complaint within 1 year after having filed the complaint with the Manager responsible for complaint handling.
The complaint can be filed either:
- by filling in the online complaint form where all relevant documents can be attached, which is available at the following address: cssf.lu/en/customer-complaints/
- or 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 CC
- 283, route d’Arlon L-2991 Luxembourg
- or by fax using the following number: (+352) 26 25 1-2601
- or by e-mail at the following address: reclamation@cssf.lu