Luxembourg complaint handling process

Treatment device of complaints relating to our services

SEI want to ensure that all our customers receive the service, which represents their best interests. Where our customers express dissatisfaction with that service, we want to ensure that the matter is investigated and resolved as quickly as possible. 

The present notice provides information on claim’s handling process. 

Your contact persons

For any claim, please contact:

1. Primarily your usual contact person
2. Directly, our company SEI Investments - Luxembourg S.A, to the attention of the Authorized Management

In all cases, your claim will be transmitted to the conducting officer responsible for processing the claims of our company.

The mailing address to be used to send your claim:

SEI Investments - Luxembourg S.A
26, boulevard Royal
L-2449 Luxembourg

E-mail address: LuxComplaints@seic.lu

Required information

In order to ensure an efficient processing of your claim, please specify in your claim the following information:

• The exact nature of your claim
• Your full civil status and address
• Any other references or copies of documents that might be useful. We advise you to keep a copy of your requests and responses which will be sent to you.

The processing delays of your claim

The acknowledgment of receipt: 10 days
You will receive an acknowledgment of receipt of your request within a maximum of 10 working days from receipt thereof, unless the treatment can be achieved within that period, in which case you will receive a response to your claim within the 10-day period.

The answer: one month
Within one month of the date of receipt of your claim, you will receive an answer. If additional information is required to process your claim, this period of one month will be suspended during the needed time to receive additional documents or information.

If the claim cannot be processed by us within this period of one month, we will contact you to explain the reasons for this delay and to give you an estimated date of answer.

We also confirm you the following:

• To avoid conflicts of interest, any logistical support from other departments to the person handling the complaint will not be offered by persons concerned in that matter;
• If an investigation results in a finding and the circumstances require compensation, this compensation will be assessed fairly and in proportion to the nature and seriousness of the complaint.

Action before the Luxembourg Supervisory Authority of the Financial Sector (CSSF)

If a disagreement persists after our reply, you may reach out to the CSSF, without renouncing to any other judiciary action.

Please find with the following link, a presentation and the detailed applicable procedure in this context with the CSSF, as described in Regulation CSSF 16/07on alternative dispute resolution for customer claims: http://www.cssf.lu/en/consumer/complaints/

Please find its main aspects as follows:

1. First requirement: you must have sent your claim in writing to our company and not have received any reply or any satisfactory answer at the end of the period of one month abovementioned.
2. The application must be submitted in writing either by post to the address of the CSSF (published on the website) or by fax sent to the CSSF (published on its website) or by email (at the address published on their website), or online via the website of the CSSF.
3. The application must be submitted to the CSSF within a year at the latest after the date on which the complainant has introduced their complaint.
4. In order to facilitate the introduction of an application, the CSSF provides an application form on its website (see link above); the request must be substantiated and accompanied by a set of documents listed in the Regulations CSSF 16/07 and also in the application form.
5. The application shall be written in Luxembourgish, French, German or English.
6. If the request is deemed non-admissible by the CSSF, a justification of non-admissibility is sent to the applicant within three weeks of receipt of the claim. Otherwise, the CSSF confirms in writing to the applicant that the file is admissible and complete, and forwards a copy to the professional to take position and give an answer within one month.
7. The CSSF begins the analysis of the claim upon receiving the response from the professional. The CSSF may request additional documents / information. The parties keep their own original documents as evidence. The CSSF has 90 days to issue its opinion, from the date the claim file is complete. The period may be extended in cases of complex claims, provided that, in such case, the applicant and the professional are informed by the CSSF in writing before the end of the initial 90-days period.
8. The procedure is essentially written. However the CSSF may suggest an interview involving the applicant, the professional, their respective lawyers and/or representatives and the CSSF.
9. The CSSF sends a notice and its motivation in writing to both parties: 
   - If the request is wholly or partly based, the CSSF suggests an out-of-court settlement of the claim. Parties are not compelled to follow the opinion of the CSSF, but they must inform the CSSF of their decision in this context.
   Otherwise, if the parties maintain irreconcilable positions or if they refuse to follow the opinion of the CSSF, it is suggested to act before the courts.
10.  The out of court procedure may close in advance, with information to the CSSF, in the following cases: 
    - The applicant waives their claim in writing.
    - The applicant and the professional reach an agreement before the CSSF gives its opinion.
    - The right that the applicant intends to defend is prescribed. 
    - A court, arbitrator or other extrajudicial body in Luxembourg or abroad is seized of the claim. 
    - The applicant has not submitted any evidence or required explanation to the CSSF within a maximum of 45 days.
11. To ensure the impartiality of the CSSF in the settlement of the claim, any agent of the CSSF who notices the existence of a conflict of interest in dealing with the claim must report it to their superiors in order to be withdrawn from the application if necessary.