Customer complaint handling

In accordance with CSSF regulation 16-07, INDUNA, as Professional of the Financial Sector (PSF), has an internal complaint handling policy which is available on request.

A complaint might be launched in writing by post, email or by telephone.

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.

Complaints may be addressed:

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

If INDUNA 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. This acknowledgement will include the name and contact details of the person handling the complaint.

INDUNA undertakes to ensure that complaints will be answered within one month from the date of receipt. If this time frame cannot be respected, INDUNA 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 Géraldine YERNAUX in charge of complaints reporting to the Management.

If you are not satisfied with the resolution or response given by the Management, you can file a request for an out-of-court complaint resolution, in accordance with the provisions of regulation 16-07 issued by the Luxembourg financial regulator (CSSF).


Commission de Surveillance du Secteur Financier Département juridique
L-1150 Luxembourg
Tel.: (+352) 26 25 1 - 1
Fax: (+352) 26 25 1 – 601


Please note that INDUNA declines all responsibility for answering delays or other potential damage which may occur, due to the fact that the complaint has not been filed according to the aforesaid procedure and addressee.

51-53, rue de Merl
L-2146 Luxembourg

Tél.: +352 28760 600
Fax: +352 28760 900