Complaint

Despite our best efforts, it could happen that our service provision does not meet your expectations. As Delen Private Bank Luxembourg takes every complaint seriously, it is important that you also include a detailed description of the facts on which the complaint is based.

How to submit a complaint?

If you wish, you can submit your complaint to our Compliance department. As the case may be, please attach the necessary documents in order for your complaint to be investigated.

You can contact our Compliance department in the following ways :

By mail:
Delen Private Bank Luxembourg S.A.
TAO Compliance Department
287 route d'Arlon
L-1150 Luxembourg

Be sure to specify your account number, contact details and a brief description of the subject matter of your complaint.

A written acknowledgment of receipt will be sent to you within a maximum of 10 working days from receipt of your complaint. The receipt shall contain, as far as possible, the name and contact details of the person in charge of the case.

If research is required, you will receive the final reply within one month. If we cannot meet this deadline, you will be informed of the reasons for the delay and an indicator of the date on which the processing of the complaint is likely to be completed.

• If you are not satisfied, you can send a second letter to Serge Cammaert, complaints manager of the Management Committee.

In order to ensure the correct follow-up, please indicate the references to the file indicated on the Bank's reply.

• If you have not received a satisfactory reply or reply within the set deadline, you can apply for an out-of-court resolution of your complaint with the CSSF.

You will find all the relevant information, as well as the form to be completed, on the CSSF's website: https://reclamations.apps.cssf.lu