Arendt Investor Services S.A. - Client Complaints Procedure

As a professional of the financial sector in Luxembourg, Arendt Investor Services S.A. strives to provide the highest quality of expertise and services to our clients.
In order to allow us to address any issues that may arise in an effective and efficient manner, we have the following client complaints procedure in place.

How you can contact us:

Tel: +352 27 44 41 4530
Email: complaints@arendtservices.com

Address:
Arendt Investor Services S.A.
Complaints
9, rue de Bitbourg
L-1273 Luxembourg

We will process your call, email, or registered letter and carry out an impartial investigation and shall provide you with a definitive response to your complaint. If the issue is reasonably straightforward, we shall provide you with a definitive response within ten business days. Should the issue prove more complex, we shall contact you within five business days with at least an acknowledgment of receipt and we will provide our definitive response in the best possible time which will not exceed one month.

In the event that you find yourself dissatisfied with the response received or you have not received any response within the delays indicated above, you may notify the Commission de Surveillance du Secteur Financier (CSSF) of your complaint within one year of your initial complaint being filed with us.

The CSSF website provides information on their out-of-court complaint resolution procedure at the following address:
https://www.cssf.lu/en/customer-complaints/

The CSSF contact details are as follows:

Commission de Surveillance du Secteur Financier
Département Juridique CC
283, route d’Arlon
L-2991 Luxembourg
Email: reclamation@cssf.lu

Please find the following links for further details on the CSSF Regulation relating to the out of court complaint resolution procedure:
https://www.cssf.lu/en/Document/cssf-regulation-n-16-07/
https://www.cssf.lu/en/Document/circular-cssf-17-671/