Complaint Resolution Procedure - Qovex Europe S.A.
If you are a customer of Qovex Europe S.A. and you are dissatisfied with our services, you may submit a complaint in writing via the following channels:
Postal address: Qovex Europe S.A., 40, avenue Monterey, L-2163 Luxembourg, Grand Duchy of Luxembourg
However, you may also inform us of your complaint via a phone call to the following numbers: / /
For complaints received in the form of a phone call, we will follow up with an e-mail, where we will request additional information, if needed.
We will review and respond to your complaint as soon as possible. Within ten (10) business days from the reception of the complaint, you will receive an acknowledgement of receipt, and we will send you a response no longer than fifteen (15) business days after your complaint has been received.
However, during this complaint resolution time frame, we reserve the right to ask you for any additional information and documents to complete our investigation and provide you with the suitable support and resolution, which will pause the deadline above mentioned. Should we not receive the requested information within those fifteen (15) natural days counted from the date of our request, the complaint will be considered as closed, and you will be notified of such closure. In any case, you can contact us again to submit any additional information that would help us to address your complaint. In such a case, this will be treated as a new complaint.
In case you would find our final response to your complaint unsatisfactory, you may submit a complaint with the Commission de Surveillance du Secteur Financier (the CSSF), allowing the complainant to seek out-of-court resolution, within one year of your initial complaint being filed with us.
In such a case, the complaint can be filed either:
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 Luxembourgor by fax using the following number: (+352) 26 25 1-2601;
or by email to the following address: [email protected]
The complaint shall be filed together with all relevant documents in English, French, German or Luxembourgish. Should the decision made by the CSSF be accepted, it shall immediately become binding both on the complainant and us.
Below find the links for further details on the CSSF customer complaints procedure and the CSSF Regulation relating to the out-of-court complaint resolution procedure: