Analysis and resolution of complaints and claims:
The Bank will notify the customer of receipt of a complaint or claim within 10 days, unless an answer is provided within this period.
The Bank will perform a thorough analysis of the complaints or claims received, and will give an answer to the claimant within 1 month from the reception of the complaint of claim. If the Bank does not come to a conclusion regarding the complaint or claim during this period, it will inform the customer with the reasons for the delay in the resolution, giving an estimated resolution time.
In the absence of a response from the Bank or if the customer is dissatisfied with the Bank's decision, they may write to the Bank's administrative body to request a review of the complaint or claim.
Pursuant to the provisions of Commission de Surveillance du Secteur Financier (CSSF) Regulation No. 16-07, the customer may file a complaint or claim before the CSSF by presenting an out-of-court complaint within one year of submitting their claim to the Bank.
Claims should be submitted to the Commission de Surveillance du Secteur Financier at the following address: