On 26 March 2020, the CSSF published a communication on lodging out-of-court complaints (the "Communication") available to customers of the professionals subject to the CSSF supervision.
Pursuant to the Communication, because of the current situation with COVID-19, the CSSF’s offices are closed to the public and new complaints, as well as any enquiries concerning complaints already registered with the CSSF should be communicated by e-mail to reclamation@cssf.lu or submission through a dedicated portal. The email should include the complaint form duly completed, dated and signed, together with all the documents mentioned therein. Complaints sent by regular post should always be followed by one of the two electronic communication means mentioned above. Any communication coming from the CSSF will from now on be done by email and will not include a physical signature.
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