What's a complaint?
You may have a complaint if you are unhappy with the provision (or failure of provision) of our service, product or process which has resulted in (or may result in) financial loss, material distress or material inconvenience.
What we need from you
The more precisely you describe the issue that you’ve experienced with our services, the faster and better we can solve it for you. Please send us the following information:
The nature of your complaint
Time of occurrence of your issue
Account number, product and/or service, to which your complaint refers
The impact on your business
An appropriate documentation or any examples of conversations you’ve had with ONPEX about the issue
Your contact details including telephone number and email address
Any additional information
How to get in touch
You can submit your complaint in different ways:
Email to firstname.lastname@example.org
Send your complaint to:
59 Boulevard Royal
Grand Duchy of Luxembourg Address
Every complaint is handled by our complaints handling team, in case you do not a satisfactory response, please submit the complaint in writing by post or by email to the director in charge of complaints - Murray Sims.
The next steps
Once you have submitted your complaint, a member of our complaints handling team will confirm receipt of your complaint via email within 24 hours of receiving it. Our team will aim to resolve the complaint within a maximum of thirty business days. You will be notified of the name and contact details of the person processing your complaint.
If, for whatever reason, you are unhappy with our response, you may file a request for an out-of-court complaint resolution, in accordance with CSSF Regulation 16-07.
For more information, please visit: http://www.cssf.lu/en/consumer/complaints/.