Out-of-court complaint resolution:
All clients of the Bank may submit complaints or claims related to products and services to CWML’s Client Support Service: email@example.com.
The claims handling department ensures the oversight over complaints handling and, if necessary, informs the management of CWML of the complaint. If the client is not satisfied with the complaint handling, then as the second step, the client can directly contact the management of CWML. An acknowledgement of receipt of the complaint will be sent to the client within ten banking business days, unless a response to the complaint has already been sent to the client in the meantime. Within one month of receipt of the complaint by CWML, the client will receive a written answer giving details of the facts. In the case of specific circumstances or particular difficulties, the handling of a complaint may exceed one month; in this case, the reason for the delay and the date of the reply are communicated to the client. If, after having followed the procedure and steps set out herein the client is not fully satisfied with CWML’s handling of its complaint (e.g. because the timeframe for the handling of the complaint announced by CWML has elapsed, if its admission is refused or if the petition is rejected), the client can contact the competent supervisory authority as described below.
The CSSF is competent to receive complaints from clients and to act as an intermediary in order to seek an amicable settlement of these official complaints. The opening of the official complaints procedure is subject to the condition that the procedure and steps set out in the previous clause have been completed by the client. The client can contact the CSSF in respect of its official complaint and apply for the opening of an official complaints procedure:
Commission de Surveillance du Secteur Financier (CSSF)
283, route d’Arlon
Tel.: +352 26 25 1 2904
Fax: +352 26 25 1 2601
The client can find the forms and instructions regarding an application for the official complaints procedure on the CSSF's website (http://www.cssf.lu/en/consumer/complaints).
The right to directly contact the courts will remain unaffected.