Catella Bank always strives toward having satisfied customers and we make every effort to ensure that the services offered meet customer requirements.
If you are dissatisfied with something and would like to make a complaint, please contact Catella's complaint manager. You can report your complaint in writing, by mail, e-mail or telephone.
Catella Bank S.A.
Attn: Complaint Officer
Parc d'activités Capellen
38, rue Pafebruch
Please provide your contact details and a brief description of the reason for your complaint.
Once Catella has received your complaint, the affected persons are informed of the complaint.
Catella will confirm receipt of your complaint within 2 days and a written confirmation will be sent to you within 5 working days of receipt.
Catella undertakes to ensure that complaints are answered within one month from the date of receipt. If the case is complicated and a response can not be sent within a month, Catella informs you as to the reasons for the delay and gives you information about when you receive a response.
If you are not satisfied with the response from Catella, or if you do not receive an answer within the stipulated deadline, you can file a complaint with our supervisory authority La Commission de Surveillance du Secteur Financier (CSSF) in accordance with the provisions of CSSF Regulation No. 16-07. This must be done within one year after the complaint has first been notified to Catella.
By post: 283, route d'Arlon, LU-1150 Luxembourg
By e-mail: email@example.com
You will find more information and forms on the supervisory authority's website: http://www.cssf.lu/en/consumer/complaints/
As a customer of Catella Bank's branch in Sweden, you can also get your case reviewed by the General Complaints Board ARN www.arn.se. If you need help or advice, you can also contact the Consumer Insurance Agency www.konsumenternas.se or the consumer guidance in your municipality.