Complaints
Clearstream Banking is committed to provide you with the best possible service. The satisfaction of our customers is our top priority. However, it may occur that you have to complain about an issue related to our products and services.
We have therefore set up a process of complaint management that ensures that all customer complaints are processed in a fair and timely manner. Be assured that, based on incoming complaints, we can also identify recurring errors, rectify them and improve the quality of our services.
How to file a complaint?
All complaints related to our products and services that have caused you a financial loss or impairment of your business, must be submitted to your Relationship Manager. Clearstream Banking recommends to submit your complaint in writing to expedite the handling of your complaint.
The request should include customer contact details and a complete description of the event giving rise to a complaint and how your business was impacted.
What is the procedure for handling a complaint?
Once we have received your complaint, we will collect all the information necessary and conduct an in-depth investigation in order to provide the most complete response possible. You will receive a written confirmation of receipt of your complaint no later than 10 business days following its receipt.
Clearstream will respond to your complaint within a period of one month from its receipt. If we cannot respect the mentioned period for example due to complexity of the complaint, we will inform you when the complaint is likely to be resolved.
What to do in case you are not satisfied with the response?
Customers of Clearstream Banking S.A. (CBL)
In the absence of a response or a satisfactory response, you can address your complaint to the Chief Client Officer of CBL by email to: CCOComplaints@clearstream.com.
If you are not satisfied with a response given by the representative of the Executive Board of CBL, you may refer to the Commission de Surveillance du Secteur Financier (CSSF) for an out-of-court complaint resolution in accordance with the CSSF Regulation N⁰ 16-07, within a period of one year from the date on which you have filed a complaint with CBL.
Commission de Surveillance du Secteur Financier
283, route d’Arlon
L-2991 Luxembourg
Phone: (352) 26 25 12601
Email: reclamation@cssf.lu
Customers of Clearstream Banking AG (CBF)
If you are not satisfied with a response given by CBF, you may refer to the Federal Financial Supervisory Authority (BaFin). BaFin can examine whether agreed contractual terms and legal requirements have been followed.
Bundesanstalt für Finanzdienstleistungsaufsicht
Graurheindorfer Straße 108
53117 Bonn
Phone: +49 (0) 228/4108 - 0
Fax: + 49 (0) 228 4108-1550
Email: poststelle@bafin.de