You should contact the Complaints Handling Officer of BlueX S.à.r.l. (“BlueX”) immediately if you are dissatisfied with any aspect of the investment services provided to you by BlueX.  

Please write to the Complaints Handling Officer: Benjamin Crivelli

By post to this address:

BlueX S.à.r.l.

4-6 rue de la Boucherie, 1247 Luxembourg

G-D of Luxembourg

Or by email: info@bluex.lu

We take every complaint seriously and your complaint will be handled in accordance with CSSF Regulation N° 16-07 relating to out-of-court complaint resolution, as amended, which may differ depending upon your status, although note that it is BlueX ’s policy to aim to resolve every complaint fairly and in a timely manner. You can obtain a copy of the complaint handling policy of BlueX upon request and in the event you should have cause for complaint about the services that BlueX provides to you, a copy of the policy will be sent to you.

Please provide the following information is provided to ensure a prompt handling of your complaint:

• Your identity and contact details;
• Reasons for the complaint;
• Where relevant, copies of any documentation supporting your complaint.

With a maximum period of ten (10) Luxembourg business days after receipt of the complaint, the Complaints Handling Officer shall send you a written acknowledgement of receipt, unless the answer itself is provided to the Complainant within this period.

In the event BlueX fails to resolve a complaint to your satisfaction, or if we fail to do so within thirty (30) days of receiving your complaint, you may also be entitled refer the matter to the out-of-court resolution mechanism of the Commission de Surveillance du Secteur Financier (the “CSSF”) for up to one year after sending the complaint. This enables the Complainant to involve the CSSF as a business mediator at no cost. The out-of-court request can be filed in writing, by post, by fax, e-mail or online on the CSSF website. The complaint can be filed either:

• by filling in the complaint form, where all relevant documents can be attached;
• or by sending the completed complaint form (PDF):
  
  • either by mail (simple mailing, no registered letter required) to the following address: Commission de Surveillance du Secteur Financier Département Juridique CC 283, route d’Arlon L-2991 Luxembourg
  • or by email to the following address: reclamation@cssf.lu
  • Website: https://www.cssf.lu/en/customer-complaints/