How to complaint?
Send us the complaint by post, electronically or by fax. To have your claim treated within the shortest time, clearly indicate the reason for the complaint, a summary of the facts initiating your demand as well as all the complementary information you may have. Please also attach a copy of your valid ID or the one of the representatives (for a legal person); if a person acts on behalf of the client, he/she must provide any document attesting his/her power of representation.
How to contact us?
European Broker S.A.
How to process?
You will receive a written acknowledgement of receipt and you will be informed of the name and contact information of the person of the person looking after your complaint. You will be kept regularly informed of the processing status of your claim.
If necessary, we will arrange a meeting between you and everyone involved in your file to discuss the content of your claim.
A definitive answer to your claim, signed by the Management, will be sent to you by post and possibly, also by mail or fax.
An acknowledgment receipt will be sent to you within 10 working days after receipt of your complaint. The final answer will be sent to you within one month of receiving your complaint. In the event of special circumstances resulting from which this deadline can not be met, you will be informed of the reasons for the delay and the deadline for the examination of your application.
The answer to your complaint does not satisfy you?
You have not received an answer within the required time?
Except when concerning European-broker SA, which is under the control of the Commissariat aux Assurances, you can then use the out-of-court complaints procedure with the CSSF (Commission de Surveillance du Secteur Financier) within a maximum of one year after submitting the complaint with European-broker SA . Contact details :
Commission de Surveillance du Secteur Financier
Département juridique CC
283, route d'arlon
By fax: (+352) 26 50 1 –2601
By email: firstname.lastname@example.org
You can use the complaint form available on its website www.cssf.lu -> tab: “Consumer” -> “Customer complaints”