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Complaint Handling Procedure

To view our complaint handling procedures, please choose the corresponding company to address to:

 

SGG S.A.

Dear Client,

SGG S.A. aims to provide a high standard of services to its clients. However, from time to time, errors can be made which may give rise to a complaint. If this is the case, we committed ourselves to handle it in accordance with the following guidelines:

  • SGG S.A. ensures that a thorough and impartial investigation is carried out within a reasonable time frame after receipt of a complaint
  • You will receive a written acknowledgement within 10 business days after receipt of the complaint
  • At least, one month after receipt of the complaint, SGG S.A. will send you a response. The response will bear the name and the function of the person handling the complaint. It will also contain:
    • a final response to your complaint; or
    • a response where SGG S.A. will inform you of the causes of a delay and indicate the date at which the examination of the complaint is likely to be achieved.

You can send us your complaint (in English, French or German) by writing directly to the Director in charge of Clients complaints, whether by post, fax or through the following email address: complaint@sgggroup.com. If you prefer, you can also do it via your usual contact person. All claims are centralized at the Director in charge of Clients complaints level. Upon receipt of SGG S.A.’s final response, should you remain dissatisfied, you may, if so wished, refer the matter to the Luxembourg Regulator, the Commission de Surveillance du Secteur Financier (CSSF).

The contact details of the CSSF are as follows:

Commission de Surveillance du Secteur Financier
110, route d’Arlon
L-1150 Luxembourg
Tel : (+352) 26 25 1 – 1
Fax: (+352) 26 25 1 – 601
Email: direction@cssf.lu

The CSSF circular on the out of court complaint handling can be found on its website, indicated hereunder: 
https://www.cssf.lu/fileadmin/files/Lois_reglements/Legislation/RG_CSSF/RCSSF_No16-07.pdf

Finally, we would like to thank you for choosing SGG S.A. for servicing your business.

 

SGG DEPOSITARY SERVICES S.A.

Dear Client,

SGG DEPOSITARY SERVICES S.A. aims to provide a high standard of services to its clients.
However, from time to time, errors can be made which may give rise to a complaint. If this is the case, we committed ourselves to handle it in accordance with the following guidelines:

  • SGG DEPOSITARY SERVICES S.A. ensures that a thorough and impartial investigation is carried out within a reasonable time frame after receipt of a complaint 

  • You will receive a written acknowledgement within 10 business days after receipt of the complaint 

  • At least, one month after receipt of the complaint, SGG DEPOSITARY SERVICES S.A. will send you a response. The response will bear the name and the function of the person handling the complaint. It will also contain:
  • a final response to your complaint; or 

  • a response where SGG DEPOSITARY SERVICES S.A. will inform you 
of the causes of a delay and indicate the date at which the examination of the complaint is likely to be achieved. 


You can send us your complaint (in English, French or German) by writing directly to the Director in charge of Clients complaints, whether by post, fax or through the following email address: ds.complaint@sgggroup.com. If you prefer, you can also do it via your usual contact person. All claims are centralized at the Director in charge of Clients complaints level. Upon receipt of SGG DEPOSITARY SERVICES S.A.’s final response, should you remain dissatisfied, you may, if so wished, refer the matter to the Luxembourg Regulator, the Commission de Surveillance du Secteur Financier (CSSF). 


The contact details of the CSSF are as follows: 


Commission de Surveillance du Secteur Financier
110, route d’Arlon

L-1150 Luxembourg

Tel : (+352) 26 25 1 – 1 

Fax: (+352) 26 25 1 – 601
Email: direction@cssf.lu

The CSSF circular on the out of court complaint handling can be found on its website, indicated hereunder:
http://www.cssf.lu/fileadmin/files/Lois_reglements/Legislation/RG_CSSF/RCSSF_No13-02.pdf 


Finally, we would like to thank you for choosing SGG DEPOSITARY SERVICES S.A. for servicing your business.