Customer Protection

A&G Luxembourg AM, S.A. has a Customer Complaints Handling Policy which regulates the activity of the Customer Protection Function as well as the procedure for the submission and handling of complaints and claims. This Policy is available to clients on the website of A&G Luxembourg AM.

How can I file a complaint?

To report a complaint to A&G Luxembourg AM, S.A. under the Customer Complaints Handling Policy, you can do so in the following ways:

By post:
A&G Luxembourg AM SA
To the attention of: Christine Kastour
56, Grand Rue
L-1660 Luxembourg
Grand-Duchy of Luxembourg

By email:
Send an email to: complaints@ayg.lu

How does the complaint procedure work?

The written acknowledgement of receipt will be provided to the complainant within a period which shall not exceed 10 business days, following the receipt of the complaint, and specifying the name and contact details of the person handling his/her complaint.
A&G Luxembourg AM, S.A. undertakes to provide the complainant with an answer within one month from the date of receipt of the complaint. Where an answer cannot be provided within this period, A&G Luxembourg AM, S.A. will inform the complainant of the causes of the delay and indicate the date at which its examination is likely to be achieved will inform the complainant of the follow-up of the complaint.

What can I do if my complaint is not solved?

Once the complaint has been filed with the Customer Protection Function, if the answer given has not been satisfactory or if the complaint has not been solved within one month, the complainant can contact the complaints department of the relevant A&G Luxembourg AM, S.A. supervisor depending on the subject matter.

It is necessary to exhaust the A&G Luxembourg AM, S.A. Customer Protection complaint function in order to be able to file complaints or claims with the financial supervisor.

The CSSF is the relevant authority for receiving complaints from customers of financial professionals under its supervision and for intervening with those professionals with the aim of settling those complaints amicably.

Where the complainant did not receive an answer or satisfactory answer within one month, the complainant may file a request to the CSSF within one year after filling the complaint with A&G Luxembourg AM, S.A. The request shall be filed with the CSSF in writing, by post or by fax, by email, or online on the CSSF website. The request shall be filed in Luxembourgish, German, English or French.

Details regarding the out-of-court resolution can be found on the CSSF website www.cssf.lu, under the section Consumer-Costumer complaints.