Client Feedback Management
For the highest possible quality of our services and advice
Please get in touch with your client advisor to discuss any matters of concern to you. If you have not been assigned a client advisor at VP Bank or do not wish to take up the issue with that person, you can submit your question or complaint by using this contact form.
You can rest assured that your feedback will be forwarded directly to the competent specialist unit(s) at VP Bank for further processing. We shall contact you as soon as possible following receipt of your observation or complaint.
About our complaint policy
1. Target of the complaint policy
The protection of the interests of our customers has a high priority for VP Bank (Luxembourg) SA. This also applies to the handling of customer complaints. The following principles are guidelines according to which VP Bank (Luxembourg) SA (hereafter “the bank“) deals with customer complaints.
Customer complaints are all kind of statements with which the customer expresses dissatisfaction with the services of VP Bank (Luxembourg) SA, its employees and/or its service providers.
For us customer complaints are an opportunity to strengthen our customer loyalty and improve our quality of services.
2. Handling of complaints
In a first step you can lodge a complaint, which includes a brief description of the circumstances, your name and if possible your account number, with your Client Advisor. Once we receive a complaint, we deal with it immediately and seek to bring about a solution.
If, due to the complexity of the circumstances, we cannot provide you with an immediate answer, you will receive a confirmation of receipt within ten banking days and a written reply within one month after receipt of the complaint. Where an answer cannot be provided within this period, we will inform you about the causes of the delay and indicate the date at which the examination is likely to be achieved.
In case of a non-satisfactory response, you may send in a second step a written complaint to the responsible member of the Executive Management, Mr Claus Jørgensen:
VP Bank (Luxembourg) SA
Mr Claus Jørgensen
2, rue Edward Steichen
T: +352 404 770-1
3. Out-of-court complaint resolution at the CSSF
If you have not received a satisfactory reply within one month after sending the complaint to the responsible member of the Executive Management, in a third step you have the possibility to use the procedure for out-of-court resolution complaints (Regulation CSSF 16-07) of the CSSF (for further information see http://www.cssf.lu/en/consumer/complaints/). You may contact the CSSF either by mail (CSSF, Département Juridique - Service JUR - CC, 283, route d’Arlon, L-1150 Luxembourg), by fax (+352 26251-2601) or by email (firstname.lastname@example.org). The complaint must reach the CSSF no later than one year after the submission of a claim with the financial service provider. If this period is not met, the request is inadmissible.