WHAT TO DO IN CASE OF A COMPLAINT
1. 1. Sending a complaint to Mitsubishi UFJ Investor Services & Banking (Luxembourg) S.A.
You can launch a complaint in multiple ways:
In writing by post:
Attention: Complaints BPCS
Mitsubishi UFJ Investor Services & Banking (Luxembourg) S.A.
287-289, route d’Arlon
L-1150 Luxembourg
In writing by email:
[email protected]
By phone:
Please contact your relationship manager.
Important note:
All complaints relating to a suspected breach of the professional secrecy or to a fraud must be submitted in writing.
In any event, complaints must clearly indicate the customer’s contact details and include a brief description of the reason for the complaint.
2. Handling complaints
As soon as Mitsubishi UFJ Investor Services & Banking (Luxembourg) S.A. receives a complaint, the latter will be sent to the units concerned in order to be analysed and resolved as soon as possible.
If Mitsubishi UFJ Investor Services & Banking (Luxembourg) S.A. is unable to deal with the substance of the complaint within 10 days of receipt, a written acknowledgement will be sent to the complainant within this time frame.
Insofar as possible, this acknowledgement will include the name and contact details of the person handling the complaint.
Mitsubishi UFJ Investor Services & Banking (Luxembourg) S.A. undertakes to
ensure that complaints will be answered within one month from the date of
receipt. If this time frame cannot be respected, Mitsubishi UFJ Investor Services & Banking (Luxembourg) S.A. will inform the complainant of the reasons for the delay and give an indication as to when the complaint is expected to be resolved.
In the absence of a response or a satisfactory response, the complaint may be submitted again.
In writing by post:
Attention: Mr Yvan Van Humbeeck, Deputy CEO
Mitsubishi UFJ Investor Services & Banking (Luxembourg) S.A.
287-289, route d’Arlon
L-1150 Luxembourg
In writing by email:
Attention: Mr Yvan Van Humbeeck, Deputy CEO
[email protected]
If you are not satisfied with the resolution or response given by the
representative of the Executive Committee, you can file a request for an out-ofcourt complaint resolution, in accordance with the provisions of regulation no.
16-071 issued by the Luxembourg financial regulator (CSSF), within one year after the complaint has been filed with the professional.
Commission de Surveillance du Secteur Financier
Département juridique CC
283, route d’Arlon
L-1150 Luxembourg
Tél.: (+352) 26 25 1 – 2904
Fax : (+352) 26 25 1 – 2601
[email protected]
http://www.cssf.lu/en/consumer/complaints/