Dear customer,

Given the extraordinary circumstances caused by the Coronavirus crisis, Spuerkeess invites you to submit your complaint in writing to reclamations@spuerkeess.lu or by S-NET message.

We ask you, as far as possible, not to submit your complaint by post in order to avoid transports and to minimize human contacts.

We thank you, dear customer, for your understanding and apologize for any inconvenience caused.

1. Sending a complaint to Spuerkeess

You can launch a complaint in writing by post, email, S-Net or by telephone through Compliance Unit of Spuerkeess:

Service Compliance 

1, Place de Metz

L-2954 Luxembourg

Tél.: (+352) 4015-2226

reclamations@bcee.lu

All complaints relating to a suspected breach of the professional secrecy or to a fraud must be submitted in writing.

In any event, complaints must clearly indicate the customer's contact details and include a brief description of the reason for the complaint.


2. Handling complaints

As soon as Spuerkeess receives a complaint, the latter will be sent to the units concerned in order to be analysed and resolved as soon as possible.

If Spuerkeess is unable to deal with the substance of the complaint within 10 days of receipt, a written acknowledgement will be sent to the complainant within this time frame. Insofar as possible, this acknowledgement will include the name and contact details of the person handling the complaint.

Spuerkeess undertakes to ensure that complaints will be answered within one month from the date of receipt. If this time frame cannot be respected, Spuerkeess will inform the complainant of the reasons for the delay and give an indication as to when the complaint is expected to be resolved.

In the absence of a response or a satisfactory response, the complaint may be submitted again in writing to:

Mrs Françoise THOMA, Chief Executive Officer, by post or e-mail to: reclamations@bcee.lu

If you are not satisfied with the resolution or response given by the representative of the Executive Committee, you can file a request for an out-of-court complaint resolution, in accordance with the provisions of regulation no. 16-071 issued by the Luxembourg financial regulator (CSSF), within one year after the complaint has been filed with the professional.

Commission de Surveillance du Secteur Financier

Département juridique CC

283, route d’Arlon

L-2991 Luxembourg

Tél.: (+352) 26 25 1 - 2904

Fax : (+352) 26 25 1 – 2601

reclamation@cssf.lu