Handling complaints
The aim of Privalux Management is to build a relationship of trust with its clients, doing everything possible to offer a quality service and attentive listening. Should your expectations not be fully met, here is how our procedure works.
Two stages, in this order
The first is to bring the matter to us directly. The second opens if our reply is slow in coming or does not satisfy you.
Sending us your complaint
For any question, complaint or claim, please write to the person responsible for handling complaints within Privalux Management.
We undertake to acknowledge receipt of your request within ten working days, unless the difficulty can be resolved more quickly, in which case you will receive our reply directly. We handle your request as promptly as possible and within thirty days at the latest. If your file requires additional time, we will tell you so and indicate by when we will send you the outcome of our analysis.
For the attention of the Chief Compliance Officer
45, allée Scheffer
L-2520 Luxembourg
Grand Duchy of Luxembourg
- Your identity
- Your contact details
- Your account number and the name of the bank
- The subject of your complaint
Referring the matter to the CSSF
If you have received no reply within thirty days of sending your complaint, or if that reply does not satisfy you, you may refer the matter to the Commission de Surveillance du Secteur Financier. As the supervisory authority of Privalux Management S.A., it is competent in Luxembourg for the out-of-court resolution of disputes involving financial sector professionals.
You have one year from the date you sent your complaint in which to use this procedure, in accordance with CSSF Regulation 16-07.
Département Juridique CC
283, route d'Arlon
L-2991 Luxembourg
The CSSF provides a request form for out-of-court resolution, together with a full description of the procedure.
What we commit to
The acknowledgement period is counted in working days. These commitments follow from CSSF Regulation 16-07 on the out-of-court resolution of complaints, the full text of which is available on the CSSF website.