How to file a complaint

Complaints may be submitted to U.S. Bank Europe DAC Luxembourg Branch and U.S. Bank Global Fund Services (Luxembourg) S.à r.l. (‘the Companies’) using the following contact details:

U.S. Bank Europe DAC Luxembourg Branch

U.S. Bank Global Fund Services (Luxembourg) S.a.r.l

We kindly ask you to include the following details:

  • Your first name and family name,
  • The name of the customer legal entity on whose behalf you are acting (if applicable)
  • Your contact details, including but not limited to your email address and phone number,
  • Involved account(s),
  • Any detail(s) of relevance regarding your complaint.

A representative from the Companies will acknowledge receipt of your complaint within 10 days and confirm that it is under investigation. The complaint will be addressed within one month.

Should you not be satisfied with the response from the Management you can file a request for out-of-court complaint resolution1 with the Commission de Surveillance du Secteur Financier (the “CSSF”): You must file your complaint at the CSSF within one year of contacting the Company. The form is available on the CSSF website at:https://www.cssf.lu/en/Document/interactive-form-for-complaints/

You can also send a letter to the following address:

Commission de Surveillance du Secteur Financier
Département Juridique CC
283 route d’Arlon
L-2991 Luxembourg
Tel : (+352) 26 25 1- 1 - 2904
Or Email: reclamation@cssf.lu

Please find more information on the process on the CSSF website: https://www.cssf.lu/en/customer-complaints

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Disclosures

  1. In accordance with the provisions of the CSSF Regulation N°16-07 and related CSSF Circular 17/671 relating to the out-of-court resolution of complaints.