Feedback and complaints

We strive to provide the highest level of service to all our customers. However, should you encounter any issues or have any complaints regarding our products or services, we encourage you to contact us directly. We will work towards addressing your concerns promptly.

In case you remain dissatisfied with the outcome, you may choose contacting the following authorities:

Federal Financial Supervisory Authority

• Graurheindorfer Straße 108
• 53117 Bonn
  

Commission for the Supervision of the Financial Sector (CSSF)

The CSSF provides a complaint form on its website. The complaint can be submitted either by filling in the online complaint form or by sending the completed complaint form to the CSSF. It can be send to:

• Commission de Surveillance du Secteur Financier, Département Juridique CC, 283, route d'Arlon; L-2991 Luxemburg
• Of course, contact via E-Mail is possible as well: reclamation@cssf.lu.
  

European Online Dispute Resolution

Here https://ec.europa.eu/consumers/odr/main/, the European Commission has set up a European Online Dispute Resolution (ODR) platform. A consumer can use the ODR platform for the out-of-court settlement of a dispute arising from online contracts with a company established in the EU.

Our complaints team is there for you

You also have the option to contact our complaints team directly.

Please make sure to include the following information:

• Your full name
• Payment reference no.
• A brief description of your request