The Claims must comply with the requirements of applicable laws and regulations:
– CSSF Regulation No. 16-07 of 26 October 2016, relating to the out-of-court resolution of complaints.
– CSSF Circular 17/671 of 13 October 2017, as amended by CSSF Circular 18/698 of 23 August 2018, providing specifications regarding CSSF Regulation No. 16-07 relating to the out-of-court resolution of complaints.
Contact persons
A complaint can be addressed in writing by a formal letter or by email to the following address:
Ms Sarah Stroup – Email: backoffice@gits.lu
12 rue Guillaume Schneider
L-2522 Luxembourg
The complaint must include the following information:
• Company name
• Surname and first name of the contact
• Contact function
• Contact details: phone, email
• A detailed description of the facts underlying the complaint
• Relevant document (s) and / or correspondence (s)
• Any other relevant details regarding the complaint
Upon receipt of the information, an acknowledgment of receipt of the complaint, as well as the name and contact information of the person in charge for the follow-up will be sent within ten (10) working days from the date of receipt.
GITS PSF agrees to provide a response to the claim within one (1) month from the date of receipt. If an answer cannot be provided within this time frame, GITS PSF will inform you on when an answer will likely be provided.
If you don’t receive any answer or if you remain unsatisfied with the answer, please contact the Claims Manager:
• M. David Antozn – Email: dantzorn@gits.lu
Referral to the CSSF:
If, afterwards, you still consider that the obtained answer is not complete, clear and justified, you have the possibility of an out-of-court resolution procedure with the CSSF. This request may be submitted within one (1) year after filing the claim with GITS PSF.
The opening of the CSSF out-of-court complaint procedure is subject to the following conditions:
• The client has previously sent a writing complaint to the Claims Manager, and
• He did not receive a response or a satisfactory response from the Claims Manager within one (1) month.
The complaint to the CSSF can be sent in French, German, Luxembourgish or English.
Please visit https://www.cssf.lu/en/customer-complaints/ for submission procedure and all useful details.