Complaints and Mediation

The ABBL has no mandate to intervene in disputes between the banks and their customers.

First of all, an attempt must be made to solve the problem through dialogue with the institution concerned. If, despite such attempts at dialogue, an amicable solution cannot be found, clients have several options:

Submitting a complaint to the CSSF

According to Article 58 of the Law of 5 April 1993 on the financial sector, the Financial Sector Supervisory Commission (CSSF) is the competent authority to receive complaints from customers of entities subject to its supervision and to act as an intermediary with them in order to seek an amicable settlement.

The CSSF can be reached at the following address:
Commission de Surveillance du Secteur Financier – Département juridique II
110, route d’Arlon | L-1150 Luxembourg
Fax: (+352) 26 25 1 – 601
E-mail: reclamation@cssf.lu

 

Mediation

Clients may also resolve the dispute via mediation. The Centre de Médiation Civile et Commerciale (CMCC), set up by the Luxembourg Bar Association (Ordre des Avocats du Barreau de Luxembourg), the Luxembourg Chamber of Commerce and the Chamber of Trade, offers such a mediation service.

Challenge before the courts:

Clients always have the possibility to bring their case before the competent court.