Complaints

Complaints handling description Qualion Finance

Your satisfaction is our priority

Despite our commitment and efforts to provide you with the best possible services, it may occur that you are not satisfied with our services or may encounter a specific problem.

Qualion is committed to promptly and thoroughly investigate any dissatisfaction from your side. The procedure detailed below will allow us to investigate any dissatisfaction from your side in line with the Luxembourg legal requirements. 

A complaint can be any written, verbal or electronic communication to the following address: 

 

Qualion Finance

To the attention of the Compliance Officer

659, Rue de Neudorf

L-2220 Luxembourg

infolux@qualion.eu

Please include the following details:

  • Your full name
  • Your contact details
  • Involved account number(s)
  • Information pertaining the complaint (detailed description of the facts underlying the complaint)
  • Relevant document(s) and/or correspondence
  • Any other detail(s) of relevance regarding your complaint.

 

If we are not able to provide you with an answer within a short time, an acknowledgement of your complaint will be issued, by letter or by another durable medium (such as email or fax), within 10 working days from the date of receipt and we will inform you of the contact person who will be in charge of the complaint together with an indicative timeline by when a response or resolution will be provided.

 

We are committed to provide you with an answer to your complaint within one month of receipt of your complaint, by letter or another durable medium (such as email or fax). Where an answer cannot be provided within this period, we will inform you of the delay and the date at which the answer is likely to be provided.

 

If, despite our best efforts, you remain unsatisfied with our response or have not received an answer to your complaint within the relevant timeframe (as indicated above), you may refer to the Luxembourg financial regulator according to the provisions of the CSSF Regulation N°16-07 and related CSSF Circular 17/671 relating to the out-of-court resolution of complaints.

 

You may file your request with the CSSF within one year after the complaint has been filled with Qualion.

 

Please be informed that your request must be submitted in accordance with CSSF requirements established on the CSSF website and the applicable form.