You will find on this page documents established by CWML related to several topics:


CWML shares with you the following policies:

CWML brings to your attention the mandatory reports:

Sustainability Finance

At CaixaBank Wealth Management Luxembourg, we are committed to generating trust in society.

We work to offer the best service to our customers, and this is also reflected in the products we offer. We believe in the importance of sustainability as a tool to contribute to greater economic, social and environmentally sustainable progress in an increasingly complex environment.

Within CaixaBank Group, over the last few years, environmental, social and governance criteria we have been considering in the investment analysis process, in addition to the traditional financial and risk criteria.

The new regulatory framework on sustainability reporting, based on Regulation (EU) 2019/2088 of the European Parliament and of the Council of 27 November 2019 on sustainability disclosures in the financial services sector, among other rules, leads us to improve communication on the application of sustainability criteria in investment decision-making.

We therefore carry out numerous actions to integrate these sustainability factors into the management of our products, complying with the corporate framework for the Integration of Sustainability Risks defined for the CaixaBank Group, as well as with numerous international agreements and standards in this area that make us a benchmark institution in sustainable investment.

These are our principles and policies in this regard, where you can find additional information on how CaixaBank Wealth Management Luxembourg takes sustainability factors into account in the provision of its investment and discretionary portfolio management services and in the products it offers:




The new “Payment service directive” (PSD2), which entered into force on 13 January 2018, represents a new set of European rules to ensure that the new technological innovations in relation to payment transactions become possible and that they remain safe for the consumers.

PSD2 is a broad-reaching piece of legislation and aims at bringing increased competition, greater transparency and security across the European payments landscape.

The key areas of change are as follows:

  • Expand the scope of payments to include non-EEA currencies for payments within the EEA;
  • Mandate the use of SHA charging for all payments within the EEA, irrespective of the currency of the payment;
  • Standardisation of Complaint handling;
  • Set minimum standards of Strong Customer Authentication (SCA) for payments and online banking services;
  • Introduction of third party providers such as Payment Initiation Service Providers (PISPs) and/or Account Information Service Providers (AISPs) to pave the way for Open Banking.

Capturing a broader scope of payments

One of the fundamental changes is the increased scope in payments. Previously, PSD1 only regulated payments within the EEA and in member state currencies (e.g. GBP, EUR, PLN, etc.). This changed with PSD2 to cover all payments regardless of currency, both, within the EEA and to/from EEA countries from/to non-EEA countries.

How complaints are handled

There is a PSD2 requirement to harmonise how complaints are processed and managed:
PSD2 related complaints must be dealt with within a maximum timeframe of 15 business days In exceptional circumstances, this may be extended to 35 business days.

Third Party Access and Open Banking

PSD2 regulation created two new regulated entities, namely, Payment Initiation Service Providers (PISPs) and Account Information Service Providers (AISPs), also known as Third Party Providers (TPPs). Payment initiation and account information services provided through a TPP is commonly referred to as Open Banking.

To go further:

  • Your rights in a nutshell:


CWML provides you with an information notice about the Fonds de Garantie des Dépôts Luxembourg:

Key Ethics and Integrity

At CaixaBank Wealth Management Luxembourg, we base our activities on social and environmental aspects. You can find them on this page.

Out-of-court complaint resolution

Out-of-court complaint resolution

All clients of the Bank may submit complaints or claims related to products and services to CWML’s Claims handling Service: [email protected].

The Claims handling Service 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
L-1150 Luxemburgo
Tel.: +352 26 25 1 2904
Fax: +352 26 25 1 2601
Correo electrónico: [email protected]

The client can find the forms and instructions regarding an application for the official complaints procedure on the CSSF's website (

The right to directly contact the courts will remain unaffected.

Fee Schedule