Complaints management procedure
Privalux Management’s objective is to establish a relationship of trust with its customers by doing everything possible to provide them with a quality service and attentive listening. If, despite our efforts, your expectations are not fully met, you will find below further information on our complaints handling procedure.
I. Submitting a complaint to the Privalux Management SA Compliance Department
Privalux Management’s objective is to establish a relationship of trust with its customers by doing everything possible to provide them with a quality service and attentive listening. If, despite our efforts, your expectations are not fully met, you will find below further information on our complaints handling procedure.
If you have any queries, complaints or claims, please send them in writing to the Privalux Management member responsible for handling claims.
By post to
Privalux Management SA
For the attention of the Chief Compliance Officer
45, allée Scheffer
L-2520 Luxembourg
Grand Duchy of Luxembourg
Or by e-mail to
aurelia.lize@privalux.lu
Complaints must indicate :
– Your identity,
– Your contact details,
– Your account number and the name of the bank as well as
– The subject of your complaint
We undertake to acknowledge receipt of your request within 10 working days unless the problem can be resolved within a shorter period, in which case you will receive a reply to your complaint from us.
We undertake to process your request as quickly as possible and within 30 days at the latest. Should your case require a longer processing time, we will inform you and let you know how long it will take us to communicate the result of our analysis.
II. Out-of-court complaints procedure with the CSSF
In the event that you have not received a reply within 30 days of sending your complaint, or that this reply is not to your satisfaction, you have the right to appeal to the Commission de Surveillance du Secteur Financier (the “CSSF”), which is the supervisory authority of Privalux Management SA and is competent in Luxembourg for the out-of-court settlement of disputes concerning professionals in the financial sector.
In the event that you have not received a reply within 30 days of sending your complaint, or that this reply is not to your satisfaction, you have the right to appeal to the Commission de Surveillance du Secteur Financier (the “CSSF”), which is the supervisory authority of Privalux Management SA and is competent in Luxembourg for the out-of-court settlement of disputes concerning professionals in the financial sector.
You have a period of one year from the date on which you made your request to Privalux Management SA to have recourse to the out-of-court complaint resolution procedure, in accordance with the provisions of CSSF regulation 16-07.
By post to
Commission de Surveillance du Secteur Financier
Département Juridique CC
283, route d’Arlon
L-2991 Luxembourg
By e-mail: reclamation@cssf.lu
Via the CSSF online complaint form: https://reclamations.apps.cssf.lu/index.html?language=fr
Information on the CSSF’s out-of-court dispute resolution procedure can be found on the CSSF’s website:
Réclamations de la clientèle
