The Claims must comply with the requirements of applicable laws and regulations:
– CSSF regulation n ° 13-02 concerning the out-of-court settlement of claims
– Circular CSSF 14/589 / Details concerning the CSSF Regulation n ° 13-02 of October 15, 2013 relating to the out-of-court settlement of claims
– Circular CSSF 17/671 Details concerning the CSSF Regulation N ° 16-07 of October 26, 2016 concerning the out-of-court settlement of claims (Repeal of circular CSSF 14/589)
Contact persons
A complaint can be addressed in writing by a formal letter or by email to the following address:
Ms Sarah Stroup – Email: backoffice@gits.lu
12 rue Guillaume Schneider
L-2522 Luxembourg
The complaint must include the following information:
• Company name
• Surname and first name of the contact
• Contact function
• Contact details: phone, email
• A detailed description of the facts underlying the complaint
• Relevant document (s) and / or correspondence (s)
• Any other relevant details regarding the complaint
Upon receipt of the information, an acknowledgment of receipt of the complaint, as well as the name and contact information of the person in charge for the follow-up will be sent within ten (10) working days from the date of receipt.
GITS PSF agrees to provide a response to the claim within one (1) month from the date of receipt. If an answer cannot be provided within this time frame, GITS PSF will inform you on when an answer will likely be provided.
If you don’t receive any answer or if you do not remain satisfied with the answer, please contact the person in charge of the company:
• Mr Mukesh Prayagsing – Email: mp@gits.lu
Referral to the CSSF:
If, afterwards, you still consider that the obtained answer is not complete, clear and justified, you have the possibility of an out-of-court resolution procedure with the CSSF. This request may be submitted within one (1) year after filing the claim with GITS PSF.
The opening of the CSSF out-of-court complaint procedure is subject to the following conditions:
• The client has previously sent a writing complaint to the Claims Manager, and
• He did not receive a response or a satisfactory response from the Claims Manager within one (1) month.
The complaint to the CSSF can be sent in French, German, Luxembourgish or English.
Please visit https://www.cssf.lu/en/customer-complaints/ for submission procedure and all useful details.
