Complaints

In the event of a complaint, you (the client) may contact your Business Development Manager by letter or via our web site
Open the form

Alternatively, you can make a direct complaint to the Legal and Compliance Department, at the following address:
KNEIP Communication S.A.
Legal and Compliance Department
33, rue du Puits Romain
L-8070 Bertrange,
Luxembourg

To ensure complaints are dealt with quickly, please provide the following information / documents:
– Your name
– Your current contact person in our company
– Reference to the “Complaint” within the subject of the letter/email
– A description of your issue
– Potentially helpful documents that explain the facts

KNEIP provides a written proof of complaint’s receipt within 48 hours and a response within 15 business days after receipt of the complaint. If a response cannot be provided within this period of time, the person in charge of the complaint at the Legal and Compliance Department will send a letter explaining the reasons for the delay and a date on which the assessment of the complaint is expected to be completed.

You may submit a second complaint directly to the CEO of KNEIP if:
– The response received remains unsatisfactory;
– You did not receive a response within the one month timeframe.

If the solution proposed by KNEIP is not satisfactory, you may submit it in writing to the Financial Supervisory Authority in Luxembourg, the “Commission du Surveillance du Secteur Financier (CSSF)”, either by post to the following address:
Commission de Surveillance du Secteur Financier
283 Route d’Arlon,
1150 Luxembourg;
or by fax to the CSSF: (+352) 26 25 1 – 2601;
or by email: direction@cssf.lu;
or via the complaints form available on its website: www.cssf.lu