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Complaints

What to do if you have a complaint? Catella Bank maintains the highest standards of fairness and integrity when addressing client complaints.

If you have a complaint, please contact the following person

Mr. Liévin Tshikali
Head of Legal&Compliance
Catella Bank S.A.
Parc d’activités Capellen
38 rue Pafebruch
L-8308, Capellen
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Direct: +352 27 751 276
E-mail: lievin.tshikali@catella.lu | www.catella.lu

You can launch your complaint in writing, by post, email or by telephone through Catella Bank’s Legal and Compliance Department.

Please clearly indicate your customer contact details and provide a brief description of the reason for your complaint.

How Catella handles your complaint

Once Catella receives your complaint, the persons involved are informed and your complaint will be analysed in order to resolve it without delay.

If Catella is unable to deal with your complaint within 10 days of receipt, a written acknowledgement will be sent to you as complainant.

Catella undertakes to ensure that complaints will be answered within one month form the date of receipt. If this timeframe cannot be respected, Catella will inform you as complainant of the reasons for the delay and provide you with an indication of when the complaint is expected to be resolved.

If you are not satisfied by the response provided by Catella

If you are not satisfied with the response provided by Catella, or if you receive no response within the given deadline, an out-of court complaint resolution procedure before our regulator La Commission de Surveillance du Secteur Financier (CSSF) is provided for in accordance with provisions of CSSF Regulation no. 16-07. This must be done within one year after the complaint has been first communicated to Catella.

You can find useful information and the blank form to fill out on the website of our regulator: http://www.cssf.lu/en/consumer/complaints/

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