Politique Relative Aux Réclamations

Les informations suivantes sont disponibles en anglais uniquement.

Complaints Process

Our top priority is to provide you with the highest possible quality of service. If, however, you are not satisfied or should you encounter a problem with the quality of our services, please refer to the following steps.

Initial Complaint Lodging

If you are a client of Monex Europe S.A., you can communicate the nature and details of your complaint to your account manager directly, either by phone or by email, or in writing to the attention of the Compliance Department of Monex Europe S.A. in one of the following ways:

By e-mail
complaints@monexeurope.eu

By post
Compliance Department
Monex Europe S.A.
35 Avenue Monterey
Ground Floor
L-2163 Luxembourg

When a client complaint is received, Monex Europe S.A. will send a written acknowledgement of receipt together with the name and contact information of the person in charge of resolving the complaint issue to you within a period which shall not exceed 5 (five) business days after receipt of the complaint, unless the answer itself is provided within this period. Monex Europe S.A. commits to always provide an answer without undue delay and in any case within 1 (one) month from the date of receipt of the complaint. Where an answer cannot be provided within this period, Monex Europe S.A. will inform you of the causes of the delay and indicate the date at which the examination of the complaint is likely to be achieved.

Complaint escalation

In case the you are not satisfied with the answer, you have the right to escalate your complaint to the Authorized Management of Monex Europe S.A. The escalation must be performed in writing as follows:

By e-mail
management@monexeurope.eu

By post
Authorized Management
Monex Europe S.A.
35 Avenue Monterey
Ground Floor
L-2163 Luxembourg

Out-of-court resolution procedure

If, after escalating your complaint to the Authorized Management, you have not received an answer within the given deadline, or you are still dissatisfied with the answer, an out-of-court resolution procedure is available to you by reporting the matter to the Commission de Surveillance du Secteur Financier (CSSF) within one year from the date on which you filed your initial complaint with Monex Europe S.A. The CSSF’s contact information is the following:

Commission de Surveillance du Secteur Financier

Legal Department CC

283, route d’Arlon L-2991 Luxembourg

Phone : (+352) 26 251 – 2574 / (+352) 26 251 – 2904

Facsimile : (+352) 26 25 1 – 2601

Email: reclamation@cssf.lu

Website: https://www.cssf.lu/en/customer-complaints/

Records

Due to our regulatory obligations, a record of each complaint received and the measures taken for its resolution must be kept for a period of 3 (three) years. Any personal data recorded as a result of client complaint management will be processed in accordance with relevant personal data protection laws and regulations.