Complaints may be submitted to Elavon Financial Services DAC Luxembourg Branch and U.S. Bank Global Fund Services (Luxembourg) S.a.r.l. (‘the Companies’) using the following contact details:
Elavon Financial Services DAC, Luxembourg Branch
U.S. Bank Global Fund Services (Luxembourg) S.a.r.l
A representative from the Companies will provide an initial acknowledgement to you within 10 days to confirm the complaint has been received and is being investigated. Your complaint will be acknowledged within 10 days and addressed within 1 month.
Should you not be satisfied with the response from the Management you can file a request for out-of-court complaint resolution 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
Or Email: reclamation@cssf.lu
Please find more information on the process on the CSSF website: https://www.cssf.lu/en/customer-complaints