Complaint Handling Procedure

DM Financial Luxembourg aims to provide with the highest standard of services to our clients. Moreover, our priority is to ensure our client are considered with the higher professional and collaborative manner.

Therefore, should you meet any dissatisfaction about our services, we encourage you to communicate us any complaint you may have about the rendered services. Such process will give us the opportunity to improve and enhance our processes, policies and procedures accordingly.

Where and when the client does not receive a satisfactory answer at the level a complaint has initially been submitted, the client has the opportunity to raise such complaint to the level of Authorized Management.

The complaint should be made in writing by email and/or by email. Such complaint should provide a clear and detailed description of the issue or concern, including supporting documentation or evidence, where and when appropriate.

 

Office Address:

64, rue Principale, L-5367 Schuttrange, Luxembourg

E-mail:
enquiries@dmfinancial.com

Regardless how you submit your complaint, DM Financial Luxembourg., will ensure that a thorough and impartial investigation is carried out within a reasonable time frame.

Then, upon receipt of your complaint:.

• You will receive a written acknowledgement within ten business days of receipt of such complaint.
• The response will indicate the name and position of the person handling the complaint.
• Within one month after receipt of the complaint, DM Financial Luxembourg will send you a final
  response which will contain:
• • a final resolution/statement to your complaint; or
  • a response where DM Financial Luxembourg will inform you of the causes of a delay and
    indicate the date at which the examination of the complaint is likely to be achieved.

If you remain unsatisfied upon receipt of DM Financial Luxembourg’s final response, you may refer to our regulator:

Commission de Surveillance du Secteur Financier (CSSF)
110, route d’Arlon
L-1150 Luxembourg
+352 26 251 1

The CSSF circular on complaint handling can be found on: www.cssf.lu/en/customer-complaints/

Download CSSF Regulation N° 16-07 relating to out-of-court complaint resolution – Click Here