Regulatory framework: a complaint within the Luxembourg Financial Sector is defined as “a grievance filed with a professional to recognize a right or redress a harm”.
Out-of –Court resolution of complaint is ruled by Regulation 13-02 issued by the Commission de Surveillance du Secteur Financier (“CSSF”) (link).
The Bank of New York Mellon SA/NV
Att: Luxembourg Branch Management
2-4 rue Eugene Ruppert
Vertigo Building - Polaris
You can also log your complaint by sending an e-mail directly to the attention of the Luxembourg Management by reaching out to our Compliance Department: firstname.lastname@example.org
You should be receiving an acknowledgment of receipt of your complaint within 10 business days after you have issued it. A feedback on your complaint should be provided within one month.
If you have not received our acknowledgement within 10 business days or if you are not satisfied with the feedback we provided, you can initiate an out-of-court complaint procedure by contacting the CSSF (link).