Circulaire CSSF 14/589 - Commission de Surveillance du ...



-730258763000center203162Table listing the claims registered by the professional (sub-paragraph 1 of Article 16(3) of CSSF Regulation N° 16-07 relating to out-of-court complaint resolution)00Table listing the claims registered by the professional (sub-paragraph 1 of Article 16(3) of CSSF Regulation N° 16-07 relating to out-of-court complaint resolution)COMMISSION DE SURVEILLANCEDU SECTEUR FINANCIER283, route d’Arlon L-1150 LuxembourgBP?: L-2991 Luxembourg1. GENERAL DATA ON YOUR INSTITUTION1.1 Name of the institution FORMTEXT ?????1.2 Identification number FORMTEXT ?????1.3 Name of the person responsible within the management for complaint handling FORMTEXT ?????2. COMPLAINTS REGISTERED BY YOUR INSTITUTION 2.1. General information on complaints2.1.1. Reference periodFrom FORMTEXT ????? to FORMTEXT ?????2.1.2. Total number of complaints received by your institution during the reference period FORMTEXT ?????2.2. Number of complaints by categoryCategoriesNumber of complaintsComplaints that do not relate to a specific product or serviceStaff behaviour FORMTEXT ?????Fees in general FORMTEXT ?????Banking secrecy FORMTEXT ?????Taxation FORMTEXT ?????Provision of documents (statements, account summaries, etc.) FORMTEXT ?????Inheritance FORMTEXT ?????Guarantees/collateral FORMTEXT ?????Insurance advice FORMTEXT ?????Others (please specify) FORMTEXT ????? FORMTEXT ????? FORMTEXT ?????TOTAL FORMTEXT ?????Accounts and payment servicesAccount opening refusal FORMTEXT ?????Account termination FORMTEXT ?????Account blocking FORMTEXT ?????Dispute of a transaction FORMTEXT ?????Execution of a transaction FORMTEXT ?????Cash withdrawal at bank counter FORMTEXT ?????Pricing FORMTEXT ?????Others (please specify) FORMTEXT ????? FORMTEXT ????? FORMTEXT ?????TOTAL FORMTEXT ?????Savings productsSavings account termination FORMTEXT ?????Yield FORMTEXT ?????Pricing FORMTEXT ?????Others (please specify) FORMTEXT ????? FORMTEXT ????? FORMTEXT ?????TOTAL FORMTEXT ?????Consumer creditsLoan refusal FORMTEXT ?????Loan termination FORMTEXT ?????Request for debt restructuring FORMTEXT ?????Early repayment FORMTEXT ?????Interest rate FORMTEXT ?????Advice and information FORMTEXT ?????Pricing FORMTEXT ?????Others (please specify) FORMTEXT ????? FORMTEXT ????? FORMTEXT ?????TOTAL FORMTEXT ?????Mortgage loansLoan refusal FORMTEXT ?????Loan termination FORMTEXT ?????Request for debt restructuring FORMTEXT ?????Early repayment FORMTEXT ?????Interest rate FORMTEXT ?????Advice and information FORMTEXT ?????Pricing FORMTEXT ?????Others (please specify) FORMTEXT ????? FORMTEXT ????? FORMTEXT ?????TOTAL FORMTEXT ?????Loans to professionals/Other loansLoan refusal FORMTEXT ?????Loan termination FORMTEXT ?????Request for debt restructuring FORMTEXT ?????Early repayment FORMTEXT ?????Interest rate FORMTEXT ?????Advice and information FORMTEXT ?????Pricing FORMTEXT ?????Others (please specify) FORMTEXT ????? FORMTEXT ????? FORMTEXT ?????TOTAL FORMTEXT ?????Home loan and savings contractsContract termination FORMTEXT ?????Yield FORMTEXT ?????Redemption of the contract FORMTEXT ?????Advice and information FORMTEXT ?????Pricing FORMTEXT ?????Others (please specify) FORMTEXT ????? FORMTEXT ????? FORMTEXT ?????TOTAL FORMTEXT ?????Payment cardsCard refusal FORMTEXT ?????Refusal to raise the usage limit FORMTEXT ?????Card withdrawal FORMTEXT ?????Unauthorised use FORMTEXT ?????Cash withdrawal (ATM) FORMTEXT ?????Blocking of card FORMTEXT ?????Pricing FORMTEXT ?????Others (please specify) FORMTEXT ????? FORMTEXT ????? FORMTEXT ?????TOTAL FORMTEXT ?????Web BankingService unavailable FORMTEXT ?????Technical failure FORMTEXT ?????Others (please specify) FORMTEXT ?????TOTAL FORMTEXT ?????Safe deposit boxAccess to safe deposit box FORMTEXT ?????Pricing FORMTEXT ?????Others (please specify) FORMTEXT ????? FORMTEXT ????? FORMTEXT ?????TOTAL FORMTEXT ?????Investment activitiesConflict of interests FORMTEXT ?????Dispute on order execution FORMTEXT ?????Quality of advice FORMTEXT ?????Investment performance FORMTEXT ?????Non-observance of the client's investment profile FORMTEXT ?????Non-compliance with the management agreement FORMTEXT ?????Transfer of portfolio/securities FORMTEXT ?????Pricing/Fees FORMTEXT ?????Others (please specify) FORMTEXT ?????TOTAL FORMTEXT ?????Undertakings for collective investmentProspectus FORMTEXT ?????Investment policy FORMTEXT ?????Subscription/Redemption of shares/units FORMTEXT ?????Obligations of depositary banks FORMTEXT ?????Advertising document FORMTEXT ?????NAV calculation errors FORMTEXT ?????Fund management FORMTEXT ?????Service quality in general FORMTEXT ?????Others (please specify) FORMTEXT ????? FORMTEXT ????? FORMTEXT ?????TOTAL FORMTEXT ?????Other categories of complaints (please specify) FORMTEXT ????? FORMTEXT ????? FORMTEXT ????? FORMTEXT ????? FORMTEXT ????? FORMTEXT ????? FORMTEXT ????? FORMTEXT ?????TOTAL FORMTEXT ?????Other categories of complaints (please specify) FORMTEXT ????? FORMTEXT ????? FORMTEXT ????? FORMTEXT ????? FORMTEXT ????? FORMTEXT ????? FORMTEXT ????? FORMTEXT ?????TOTAL FORMTEXT ?????Other categories of complaints (please specify) FORMTEXT ????? FORMTEXT ????? FORMTEXT ????? FORMTEXT ????? FORMTEXT ????? FORMTEXT ????? FORMTEXT ????? FORMTEXT ?????TOTAL FORMTEXT ????? ................
................

In order to avoid copyright disputes, this page is only a partial summary.

Google Online Preview   Download