Complaints

1. Sending a complaint to BPER S.A.
You can launch a complaint in writing by post, email or fax, or by telephone through BPER Bank Luxembourg s.a.’s Compliance Unit:
BPER Bank Luxembourg s.a
Compliance Department
30, Boulevard Royal
L-2449 Luxembourg
Tél.: 00352 222430-228
compliance@bperlux.lu
In order to correctly identify your complaint and to be able to answer you as soon as possible, we kindly ask you to provide us with the following information:

- Your identity;

- The object for which you are making the request.

2. Handling complaints
As soon as BPER Bank Luxembourg s.a. receives a complaint, the latter will be sent to the units concerned in order to be analysed and resolved as soon as possible.
If BPER Bank Luxembourg s.a 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.
BPER Bank Luxembourg s.a undertakes to ensure that complaints will be answered within one month from the date of receipt. If this time frame cannot be respected, BPER Bank Luxembourg s.a 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:
Mr. Isaia Paolo SCUDIERI, Chief Compliance Officer,
by post or e-mail to:
BPER Bank Luxembourg s.a.
Compliance Department
30, Boulevard Royal
L-2449 Luxembourg
Tél.: 00352 222430-228
compliance@bperlux.lu
If you are not satisfied with the resolution or response given by the representative of the Executive Management, 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.: 00352 26 25 1 – 2904
Fax : 00352 26 25 1 – 2601
reclamation@cssf.lu
http://www.cssf.lu/en/consumer/complaints/