Client satisfaction

Do you wish to inform us about any source of dissatisfaction?
EFG Bank (Luxembourg) S.A. is committed to providing you with the best possible service. However, it may occur that you have an issue with the services provided to you.

In such an instance, do not hesitate to contact our Legal department:
Legal department – Mr Christian PEDONE
EFG Bank (Luxembourg) S.A.
PO BOX 385
L-2013 Luxembourg

Your correspondence should include your first and last name, your account number and a brief description of the nature of your concern. This letter must be signed. Once we have received your letter, our team will collect all the information necessary to provide the most complete response possible. We will acknowledge receipt of your letter within 10 business days, and provide a response within 30 business days of receiving your letter of complaint. If we cannot meet this deadline for any reason, we will inform you of the same as rapidly as possible.

If your complaint relates to payment’s services, you will receive a response within 15 business days of receipt of the complaint. In exceptional situations, if a response cannot be given within 15 business days, for reasons beyond our control, we will send you a waiting response stating the additional time to respond and the final date on which we will respond to your complaint, but not later than 50 business days.

If you are not satisfied with the response provided by our Legal department, please write to:

Mrs Lena Lascari - CEO, Luxembourg
EFG Bank (Luxembourg) S.A.
PO BOX 385
L-2013 Luxembourg

If you remain unsatisfied with our response, you may refer to our supervisory authority:
Commission de Surveillance du Secteur Financier
Département Juridique CC
283, route d’Arlon
L-2991 Luxembourg

Email: reclamation@cssf.lu

Fax: (+352) 26 25 1 - 2601

http://www.cssf.lu/en/consumer/complaints/

In the case of suspicion or proven fraud:

In the event that we have suspicions of fraud or proven fraud, we undertake to contact you as soon as possible through the means of communication that we have previously agreed with you. To this end, we recommend that you constantly update your contact details. Please also note that in the event of suspicion of fraud, we may temporarily suspend the execution of an operation for security reasons. In the event of a threat to the security of payment services, information may be published on our website and on the eBanking section of the website.