INSTRUCTIONS FOR THE HANDLING OF CUSTOMER COMPLAINTS DNB LUXEMBOURG S.A. CUSTOMER COMPLAINTS POLICY

General principles


The present Customer Complaints Policy covers the handling of all customer complaints in DNB Luxembourg S.A. The customer complaint shall be understood as a customer who presents a specific complaint about the activity performed by DNB Luxembourg S.A.

Customer complaints


All customer complaints shall be processed in a secure manner within DNB Luxembourg S.A. and in line with CSSF Regulation No 16-07 relating to out-of-court complaints resolution.

 

The customers can file a complaint by sending such complaint in writing to the attention of the Chief Compliance Officer of DNB Luxembourg S.A., on complaints@dnbgroup.lu or to DNB Luxembourg S.A. office at 13, rue Goethe, L-1637, Luxembourg.

All complaints are handled by the Chief Compliance Officer of DNB Luxembourg S.A.

 

When a Customer complaint is received, DNB Luxembourg S.A. will send a written acknowledgement of receipt to customer within a period which shall not exceed 10 (ten) business days after receipt of the complaint, unless the answer itself is provided within this period. If answer cannot be provided within 10 (ten) business days, the Bank will inform Customer about the expected date of final reply and the name of a person looking after complaint. All replies to the customer should be in written form.

 

DNB Luxembourg S.A. shall always provide an answer without undue delay and in any case, within a period which cannot exceed 1 (one) month between the date of receipt of the complaint and the date at which the answer to customer was sent. Where an answer cannot be provided within this period, DNB Luxembourg S.A. shall inform the customer of the causes of the delay and indicate the date at which its examination is likely to be achieved.

 

In case where the answer provided to the customer is not found satisfactory by the customer, the Chief Compliance Officer of DNB Luxembourg S.A. shall discuss the content of such complaint, along with the response given to the customer, with the Management of DNB Luxembourg S.A. If following such deliberations held with the Management of DNB Luxembourg S.A., the customer still finds the answer provided not sufficient and satisfactory, the Chief Compliance Officer of DNB Luxembourg S.A. will inform the customer of alternative solutions of resolving such complaint and inform in writing of the existence of the out-of-court complaint resolution procedure at the CSSF and send a copy of CSSF Regulation 16-07 or the reference to the CSSF website.

 

Customers can file a request with CSSF within 1 (one) year after submitting the complaint with DNB Luxembourg S.A.

 

Requests to CSSF shall not be admissible in the following cases:

  1. the complaint has been previously or is currently being examined by another alternative dispute resolution body, arbitrator, arbitration tribunal or a court, in Luxembourg or abroad;
  2. the complaint concerns the business policy of DNB Luxembourg S.A.;
  3. the complaint concerns a non-financial product or service;
  4. the request is unreasonable, frivolous or vexatious;
  5. the complaint has not been previously submitted to DNB Luxembourg S.A.;
  6. Customer has not filed a request with the CSSF within one year after submitting the complaint with DNB Luxembourg S.A.;
  7. the request handling would seriously impair the efficient functioning of the CSSF.

For further details on DNB Luxembourg S.A. Customer Complaints Policy, please contact the Chief Compliance Officer of DNB Luxembourg S.A. on complaints@dnbgroup.lu.

Contact us
+352 45 49 45 1
Business hours
Monday–Friday
8:30–17:30 CET

Fax
+352 45 49 45 200

Postal address
P.O. Box 867
L-2018 Luxembourg

Head office
13, rue Goethe
L-1637 Luxembourg