What to do in case of a complaint?

You can launch a complaint in writing by post, email or by S-Net through Compliance Unit of Spuerkeess:

All complaints relating to a suspected breach of the professional secrecy or to a fraud must be submitted in writing.

In any event, complaints must clearly indicate the customer's contact details and include a brief description of the reason for the complaint.

As soon as Spuerkeess receives a complaint, the latter will be sent to the units concerned in order to be analysed and resolved as soon as possible.

If Spuerkeess is unable to deal with the substance of the complaint within 10 days of receipt, a written acknowledgement will be sent to the complainant within this time frame. Insofar as possible, this acknowledgement will include the name and contact details of the person handling the complaint.

Spuerkeess undertakes to ensure that complaints will be answered within one month from the date of receipt. If this time frame cannot be respected, Spuerkeess will inform the complainant of the reasons for the delay and give an indication as to when the complaint is expected to be resolved.

In the absence of a response or a satisfactory response, the complaint may be submitted again in writing to the complaints supervisor of the Executive Comitee, by post or by email in accordance with regulatory provisions in force:

If you are not satisfied with the resolution or response given by the complaints supervisor of the Executive Committee, you can file a request for an out-of-court complaint resolution, in accordance with the provisions of regulation no. 16-07 issued by the Luxembourg financial regulator (CSSF), within one year after the complaint has been filed with the complaints supervisor.

Customer complaints – CSSF