HMS LUX S.A. (hereafter, ‘HMS’ or the ‘Company’) is committed to uphold the highest standards of professional conduct in terms of Clients’ service. As a consequence, all complaints received by HMS will be dealt with in a speedily and efficiently manner in order to save the business relationship with the Client and serve as a learning opportunity for the Company and its staff members. The Company ensures that all complaints are handled in a fairly, efficient and effective way, within a reasonable time and in the best interest of the complainants. Each complaint formally filed will be concluded with a written communication from HMS to the complainant, even if the complaint has been deemed unjustified.
SUBMITTING A COMPLAINT
Complaints may be submitted to HMS LUX S.A. in person or by telephone, e-mail, as well as by fax or letter, to the following contact details:
HMS LUX S.A.
16 Boulevard Royal
Telephone: (+352) 26 44 85 04
Fax: (+352) 45 111 300
The claimant must clearly indicate his or her contact details and provide a brief description of the event(s) supporting the complaint.
THE PROCESSING OF COMPLAINTS
When a complaint is received, it is transferred to the Compliance Department to be processed. A written acknowledgement of receipt will be provided to the complainant within a period which shall not exceed 2 business days after receipt of the complaint, unless the answer itself is provided to the complainant within this period. Once it is foreseeable that the Company’s response cannot be issued within that time frame, a “holding” communication (letter or e-mail) of acknowledgement will be sent indicating the expected time frame for the full reply to be dispatched.
Whenever the complainant has not obtained a satisfactory response, or in the case of a total absence of a response from HMS, the complainant can file the complaint directly with the Board of Directors of the Company. Should the complainant decide to follow this option, the complaint must be addressed to the responsible Manager, using the contact details mentioned above.
OUT-OF-COURT RESOLUTION OF COMPLAINTS
If within one month after filing its complaint with HMS, the complainant has not received a response, or a satisfactory answer, from the Company, he/she may file a request using the “out-of-court complaint resolution procedure”, in accordance with CSSF regulations in force.
The client wishing to adopt this procedure will be provided by one of HMS Manager with a copy of the applicable Regulation, as well as informed of its main features and referred to the CSSF website.
The complainant must file its complaint to the CSSF in writing, either by post, fax or e-mail. The CSSF provides a form for that purpose in its website.
Financial Sector Supervisory Commission (CSSF)
Département Juridique CC
283, route d'Arlon
Telephone: (+352) 26 25 1 – 2831
Fax: (+352) 26 25 1 – 2601
For more information: http://www.cssf.lu/consumer/complaints/