Executive summary of the Complaint Procedure for Halsey Group S.à r.l. (“Halsey” or the “Company”)
Halsey is committed to providing high-quality service to its customers and takes particular care in handling the complaints it receives.
To ensure that your requests are handled effectively, any claim addressed to Halsey should be sent to the attention of the contact person in charge of your file. The complaint can be sent either in French or in English. All complaints are centralized by the Director in charge of Clients complaints.
The Company will acknowledge your request within 10 days and provide a response to your claim within 30 days of receipt (if there is a delay Halsey will inform you on the causes of this delay within the 30-day timeframe and indicate the date at which the examination of the complaint is likely to be achieved).
In the event that the response you receive does not meet your expectations, we suggest the following:
- Initially, you may wish to contact the Director in charge of Clients complaints;
- If the response from the Director responsible for Client complaints does not resolve the claim, you may wish to contact Halsey’s Supervisory Authority, the Commission de Surveillance du Secteur Financier (Financial Sector Supervisory Commission):
- by mail: 283, Route d’Arlon L-1150 Luxembourg
- by e-mail: firstname.lastname@example.org
The CSSF circular on the out of court complaint handling can be found on its website, indicated hereunder: http://www.cssf.lu