complaint management
complaint management
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Information on the complaints procedure at navAXX SA
Investor questions, suggestions and complaints can be sent to navAXX SA at any time by e-mail, fax or post:
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navAXX SA
17, rue de Flaxweiler
L-6776 Grevenmacher
Fax: +352-27173-728
E-mail: info@navaxx.lu (please use "complaint", "question" or similar in the subject line)
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Please note that complaints must always be submitted in writing (by e-mail, fax or letter). There are no further formal requirements.
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After receiving an informal complaint, you will receive an acknowledgment of receipt within three working days in the communication type you have chosen, which will inform you about the further course of processing. All complaints and suggestions are immediately forwarded to our internal processing unit for investor concerns, which ensures that the request is answered in a timely and customer-friendly manner.
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In order to be able to deal with your complaint quickly and properly, we ask that you provide the following information when you submit your complaint:
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– Your exact identity and contact details and, if different, that of the injured party
– reason for the complaint
– Precise information (including any available documents) about the facts
– Calculation of any damage that may have occurred
– Your expectations of resolving the conflict
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Requests that are received electronically and can be clarified in-house will be processed within 5 working days. If there is a need for clarification with external service providers and in the case of postal inquiries, an interim answer is guaranteed within a maximum of 10 days. Complaints received will be processed at no additional cost. If your complaint has not been processed within the above-mentioned time or if you are dissatisfied with the processing or the outcome of the complaint achieved by navAXX SA, please contact the complaints officer appointed by the management of navAXX SA, Mr Stefan Ludes ( s. ludes@navaxx.lu ) or to the responsible managing director Mr. Joachim Hennen ( j.hennen@navaxx.lu ).
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If there is still no amicable settlement of your complaint, you have the option of an out-of-court dispute settlement procedure before the competent Luxembourg supervisory authority CSSF (Commission de Surveillance du Secteur Financier) within one year
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Submission of your complaint:
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Commission for the Surveillance of the Financial Sector (CSSF)
283, route d'Arlon
L-1150 Luxembourg
Phone: (+352) 26251-2574
E-mail: reclamation@cssf.lu
The legal requirements and the various options and forms for submitting an application can be found on the following CSSF website: http://www.cssf.lu/en/consumer/customer complaints