LUXEMBOURG
Legal information
Natixis Corporate and Investment Banking Luxembourg is a credit institution authorized in Luxembourg and regulated by the Commission de Surveillance du Secteur Financier, 283, route d’Arlon - L-1150 Luxembourg. It is incorporated under Luxembourg law as a public limited company, with a share capital of € 683 542 500. It has its 51, avenue John F. Kennedy, L-1855 Luxembourg and is registered in the Luxembourg Trade and Companies register under number B32160.
Damien Chapon
CEO of Natixis Corporate and Investment Banking Luxembourg
Natixis - Luxembourg
51 Av. John F. Kennedy
1855
Luxembourg
Luxembourg
Documentation
Natixis Corporate & Investment Banking Luxembourg is committed to providing you with excellent customer experience through the delivering of our products and services. If you are not satisfied with our products or services, you can submit a complaint:
- By email:
- By post at the address listed below:
Natixis Corporate & Investment Banking Luxembourg
51 Av. John F. Kennedy
L-1855 Luxembourg
Luxembourg
In order to process your complaint, we require the following details :
- Your contact details (company, contact person, telephone number, email)
- Conduct, product or service related to your complaint
- Description of the complaint
- Formulation of your concern and/or description of what should be addressed by the complaint (e.g. troubleshooting, improvement of service etc).
- If applicable, documents which aid in understanding the incident
In line with local regulatory requirements, we are committed to acknowledging receipt of your complaint within 10 banking days from the date your complaint is submitted. Our confirmation will include details about the contact partner handling your complaint as well as the anticipated time to deal with it.
A response will be provided to you within a reasonable period of time, normally not exceeding 30 banking days from the date your complaint is submitted, taking into account the nature and complexity of the complaint.
If we are able to resolve your complaint or provide a response within 10 working days from the date your complaint is submitted, we may combine the acknowledgement of your complaint with the response.
For complaints concerning a payment service, Natixis Corporate & Investment Banking Luxembourg undertakes to provide you with a response within fifteen (15) working days from the date your complaint is submitted, except in exceptional situations where a response will be provided to you no later than thirty-five (35) days.
Our goal is to address all complaints directly. However, if you feel that your complaint has not been adequately resolved despite our best efforts, you have the right to refer the matter to the ombusdman of the competent local regulator for complaints in Luxembourg - CSSF (Commission de Surveillance du Secteur Financier) - if you deem it necessary :
- by filling in the online complaint form where all relevant documents can be attached
- or by sending the completed complaint form (PDF) :
- either by mail (simple mailing, no registered letter required) to the following address:
Commission de Surveillance du Secteur Financier
Département Juridique CC
283, route d’Arlon
L-2991 Luxembourg
- or by email to the following address: reclamation@cssf.lu
For complaints related to payment services (DSP2 EU directive), you can refer to THE EUROPEAN COMMISSION which provide an online service for dispute resolution.
This service is available through the link here.
