In the event of a complaint, you (the client) may contact KNEIP through the contact section on KNEIP’s website or with a simple email. 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
The letter or email should clearly state in the subject that it is a complaint. Information or explanation requests by you and escalations are not to be considered as a formal complaint.
To ensure complaints are dealt with quickly, please provide the following information / documents:
- Your name
- Name of the person raising the complaint
- Role of the person raising the complaint
- 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 10 business days and a response within one (1) month 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.
If within one (1) month after having sent the complaint to KNEIP, you don’t receive any reply or don’t consider KNEIP’s response 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,
by fax to the CSSF: (+352) 26 25 1 – 2601; or
by email: firstname.lastname@example.org
or via the complaints form available on its website: www.cssf.lu