1. Our objective
Customer satisfaction is very important to us. We, the European Depositary Bank SA, are committed to provide our services in the interest and to the fullest satisfaction of our customers. The following rules are the basis of our internal complaint management and guidelines for dealing with complaints.
Customer complaints are understood as all statements made by customers with whom they express their dissatisfaction with the services of the European Depositary Bank S.A. or their employees and/or service providers.
We take your indications as an opportunity to improve our services, quality and processes continuously.
2. Complaints procedure
As a first step, if you have a complaint, please contact your customer advisor. You can address a complaint to us in person or by post, email, fax or telephone. Of course, all complaints will be processed free of charge.
As soon as we receive a complaint, we will process it immediately. If a complaint is expected to take longer to process due to its complex circumstances, you will receive an acknowledgement of receipt within ten working days of the complaint being received, and an interim report within one month. This report will contain further information, such as the progress and the estimated processing time of your complaint.
As a second step, if you are unsatisfied with the response, you may write to the responsible member of the management board for complaints, Mr Rüdiger Tepke.
As a third step, if you do not receive a satisfactory response within one month, you may refer yourself of the CSSF’s out-of-court complaints-resolution procedure (see CSSF Regulation No 16-07).
Please note that if you opt for this procedure, the application must be submitted to the CSSF within a period of one year from the date on which the complaint was filed to the responsible member of the management board. Complaints received after this deadline are inadmissible.
Your complaints can be addressed to us as follows:
European Depositary Bank SA
3, Rue Gabriel Lippmann
+352 42 45 45-1
+352 42 45 69
Commission de Surveillance du Secteur Financier Département Juridique II 283, Route d’Arlon L-1150 Luxembourg