Legal



How to complaint?

Send us the complaint by post, electronically or by fax. To have your claim treated within the shortest time, clearly indicate the reason for the complaint, a summary of the facts initiating your demand as well as all the complementary information you may have.  Please also attach a copy of your valid ID or the one of the representatives (for a legal person); if a person acts on behalf of the client, he/she must provide any document attesting his/her power of representation.

 

How to contact us?

By post:

Fuchs Finance 
Compliance Department
47, boulevard Prince Henri 
L- 1724 Luxembourg

By email:                              Compliance@fuchsgroup.com

By fax:                                   +352 26 26 49 52

 

How to process?

You will receive a written acknowledgement of receipt and you will be informed of the name and contact information of the person of the person looking after your complaint.

You will be kept regularly informed of the processing status of your claim.

If necessary, we will arrange a meeting between you and everyone involved in your file to discuss the content of your claim.

A definitive answer to your claim, signed by the Management, will be sent to you by post and possibly, also by mail or fax.

 

Processing time:

An acknowledgment receipt will be sent to you within 10 working days after receipt of your complaint. The final answer will be sent to you within one month of receiving your complaint. In the event of special circumstances resulting from which this deadline can not be met, you will be informed of the reasons for the delay and the deadline for the examination of your application.

 

The answer to your complaint does not satisfy you?

You have not received an answer within the required time?

Except when concerning Fuchs & Insurances SA, which is under the control of the Commissariat aux Assurances, you can then use the out-of-court complaints procedure with the CSSF (Commission de Surveillance du Secteur Financier) within a maximum of one year after submitting the complaint with Fuchs Finance.

 

Contact details :

By post:

Commission de Surveillance du Secteur Financier 
Département juridique II 
L-1150 Luxembourg

By fax:                                                (+352) 26 25 1 –2601

By email:                                           reclamation@cssf.lu

 

You can use the complaint form available on its website www.cssf.lu -> tab: “Consumer” -> “Customer complaints”