Customer Complaint Handling Process

THE BANK CUSTOMER COMPLAINT

The procedure of SMBC Nikko Bank (Luxembourg) S.A. (the “Bank”) regarding handling of complaints is to facilitate the resolution of complaints against the Bank without judicial proceedings.
The Bank views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the customer, who has made the complaint.

The Bank’s procedure aims at:

• providing a fair complaints procedure, which is clear and easy to use for any customer wishing to make a complaint;
• publishing the details of the Bank’s complaints procedure so that customers know how to contact the Bank to file a complaint;
• making sure that all complaints are investigated fairly;
• making sure that all complaints are addressed professionally, competently and in a timely manner.

 

THE BANK CUSTOMER COMPLAINT HANDLING PROCESS

How to complain?

Any customer (the “Applicant”) wishing to address a complaint to the Bank is invited to provide the Bank’s contact person with the following information:

• Name;
• Name of the representative, if any;
• Address/Phone number/E-mail address;
• Detailed description of the facts underlying the complaint; and
• Any document supporting the content of the complaint.

Complaint processes key features

 

Acknowledgement of receipt:
A written acknowledgement of receipt will be addressed to the Complainant within a period, which shall not exceed ten (10) Luxembourg business days after receipt of the complaint, unless the answer itself is provided to the Complainant within this period.
In the acknowledgement of receipt, the Complainant shall be informed of the name and contact details of the employee in charge of the file in the first instance.

Indicative timetable:
The Bank will issue a reasoned answer within one (1) month from the date of receipt of the complaint depending on the nature and the complexity of the complaint.
The one (1) month-period starts running where the Bank receives the complaint. The one (1) month-period may be extended in the case of complex files. In this event, the Bank will inform the Complainant of the approximative necessary extension.

 

Procedure for out-of-court resolution of complaints before the CSSF
By the present disclosure, the Complainant is informed of the existence of an out-of-court complaint resolution procedure at the "Commission de Surveillance du Secteur Financier" (“CSSF”).
All the details regarding this out-of-court process can be easily obtained consulting the CSSF website using the following link: https://www.cssf.lu/en/customer-complaints/

Laws, regulations and other texts and Circulars applicable to banks: 
CSSF Regulation N°16-07 relating to the out-of-court resolution of complaints

Circulars:
Circular CSSF 17/671 (as amended by Circular CSSF 18/698)