We, GPFS Luxembourg S.à r.l. (the “Company”), are committed to providing high-quality services and ensuring that all clients are treated fairly. If you are dissatisfied with any aspect of our services, you may submit a complaint following the procedure below.
How to submit a complaint
The company has implementd the following procedure to ensure clear, fair and timely handling of complaints in accordance with the CSSF Regulation No. 16-07. All Complaints should be made in writing to the company's designated contact person for complaints handling:
GPFS Luxembourg S.à r.l. Attn: Stephanie Atnas 5 Heienhaff L-1736 Senningerberg Grand Duchy of Luxembourg Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
Acknowledgement of Receipt
Upon receipt of the complaint, it is the Company’s policy to record the complaint within its register of complaints.This register may be consulted by the Luxembourg regulator, the Commission de Surveillance du Secteur Financier (“CSSF”), or by the Company’s auditors, upon request.
The Company will issue a written acknowledgement of receipt within 10 business days, unless a full response can be provided within that period. The acknowledgement will include the name and contact details of the person responsible for the complaint.
Investigation and Response
The Company will conduct a thorough review of your complaint and will provide a final response within one month of receipt, outlining the outcome of investigation and any actions to be taken to resolve the matter. In the event that there are delays on the conclusion of the final investigations, the Company may issue a letter advising of the causes for delay and a proposed date when a final response will be provided.
Investigation and Response
Escalation to the CSSF
In the event that the complainant deems that the complaint is not resolved to a satisfactory level, or that a response has not been received within one month of the complaint submission, in accordance with CSSF Regulation 16-07 Art.5(2), the matter may then be referred to the CSSF, using one of the following options:
By email:This email address is being protected from spambots. You need JavaScript enabled to view it. (PDF complaint form) Online: CSSF complaint online form By post: Commission de Surveillance du Secteur Financier (CSSF) 283, route d’Arlon L-2991 Luxembourg Grand Duchy of Luxembourg By Fax: (+352) 26 25 1 – 601
Investigation and Response
We take all complaints seriously and are committed to resolving them in a fair, transparent, and timely manner. Your feedback is important to us and helps support our ongoing commitment to service excellence.
