Complaints: Complaints procedure
Despite of our commitment to offer a high quality service, occasionally, a situation could arise in which the client feels that we could have acted in a better way. In order to allow us to rectify or clarify those situations and, at the same time, continuously improve our service, we appreciate that you bring them to our attention.
Send a complaint to Bankinter Luxembourg, S.A.
A client may send a complaint to Bankinter Luxembourg, S.A, through any of the channels indicated below:
- Deliver the complaint directly to the banker or relationship manager;
- Email: firstname.lastname@example.org;
- Letter addressed to the Bank's registered office mentioned on the website: 37, Avenida J.F. Kennedy, L-1855 Luxembourg.
- Telephone: From Luxembourg: +352 20 21 01 001; from Spain: 901 810 410;
All complaints must clearly state the personal details of the complainant and include an explanation of the underlying reasons of the complaint.
Analysis and resolution of complaints
The Bank will send a communication to the client within 10 days after the reception of the complaint in order to inform him about its acknowledgement, unless the answer itself is provided to the complainant within this period.
The Bank will carry out a detailed analysis of the complaints received, and will respond to the complainant within 1 month after receiving the complaint. If during that period of time, the Bank does not reach a conclusion about the complaint presented, the Bank will inform the client about the reasons for the delay as well the estimated period of time for the complaint resolution.
In the absence of a response by the Bank or if the client is not satisfied with the resolution granted by the Bank, the client may write a letter to the attention of the Authorised Management of the Bank to request a second review of the complaint.
As per the Regulation of the CSSF no. 16-07, the client may submit a complaint to the Commission de Surveillance du Secteur Financier in order to present an "out-of-court complaint", within a period of one year after the complainant filled a complaint with the Bank.
Such complaint should be presented to the Commission de Surveillance du Secteur Financier at the following address:
Commission de Surveillance du Secteur Financier
For this purpose, a form must be completed, which is included in the following link:http://www.cssf.lu/fileadmin/files/Formulaires/Reclamation_111116_EN.pdf
For more information please access to this link:http://www.cssf.lu/fr/consommateur/reclamations/