Serving Our Clients

Managing our customers’ complaints is a vitally important part of our business, both from a regulatory and a customer service point of view.

Therefore we greatly appreciate every opportunity to obtain feedback from our clients with respect to the quality of services provided by the bank, the features of our products, or their satisfaction with our advisory services.

At UniCredit International Bank (Luxembourg) S.A., we strive to transform the knowledge that we derive from our customers’ complaints into tangible value to ensure the long-term sustainability of our business.

We invite you to address all complaints or recommendations to our compliance department. Your complaint will be handled promptly: A written acknowledgement of receipt will be sent to you within seven working days upon receipt.

Settling your claim or complaint will be easier if prepared in written form. We kindly ask you to file your claim or complaint at the following address:

Complaints:
Client’s complaints are to be addressed to:

UniCredit International Bank (Luxembourg), Compliance,
8-10, rue Jean Monnet
L-2180 Luxembourg-Kirchberg

Phone number: +352-2208-421

Email address: claims@unicredit.lu

Should you not be satisfied with the answer and / or resolution given by UniCredit International Bank (Luxembourg) S.A., you may file a request for an out-of-court complaint settlement directly with the Luxembourg financial regulator (CSSF), of which the address is as follows:

Commission de Surveillance du Secteur Financier

Département juridique II
283, Route d’Arlon
L-1150 Luxembourg
Fax : +352 26 25 1-601
Email: reclamation@cssf.lu

More details concerning the out-of-court complaint resolution procedure and its prerequisites are available on the website of the CSSF:
http://www.cssf.lu/en/consumer/complaints/

Please note that UniCredit International Bank (Luxembourg) S.A. declines all responsibility for answering delays or other potential damages which may occur, due to the fact that your complaint was not filed according to the aforesaid procedure and addressee.