Complaint Policy

Customer Complaints Management Policy

At Alumia, we consider the effective management of our customers’ complaints as crucial, not only from a regulatory perspective but also as a fundamental aspect of our commitment to outstanding customer service. We value every opportunity to receive feedback from our clients, enabling us to enhance the quality of our services and products.

Handling Complaints at Alumia.  We encourage you to address any complaints or share your recommendations with our Compliance Department. Your concerns will be promptly acknowledged, with a written receipt sent to you within 2 working weeks upon receipt. For your convenience, please submit your written claims or complaints to:

Complaints:

Alumia sarl, Att: Compliance Officer

2 Rue de l’Alsace, L1122 Luxembourg

Phone: +352-27749790

Email: compliance@alumia.net

Response to a Complaint.   Within 30 days of receiving your complaint, Alumia will confirm its receipt and provide details about the person handling your complaint, including their name and contact information. We are committed to communicating with you in plain and easily comprehensible language throughout the complaint resolution process. Our goal is to provide you with a complete written response within the stipulated 30-day period after reviewing your complaint.

Formal Complaint Process  If you are dissatisfied with the response from Alumia’s Complaint Officer, you have the option to escalate the matter:

  1. a) To Alumia’s Executive Management.
  2. b) In case of no response or an unsatisfactory answer, you may turn to the CSSF for an “out-of-court resolution of complaints” as per CSSF Regulation 16/07.

 

Out-of-Court Complaint Settlement

You can directly file a request for an out-of-court complaint settlement with the Luxembourg financial regulator (CSSF). Contact details are as follows:

Commission de Surveillance du Secteur Financier

Département Juridique II

283, Route d’Arlon, L-1150 Luxembourg

Fax: +352 26 25 1-601

Email: reclamation@cssf.lu

For detailed information on the out-of-court complaint resolution procedure and its prerequisites, please visit the CSSF website: CSSF Complaint Resolution

Important Note: Alumia cannot be held responsible for delays or other potential damages resulting from complaints not filed according to the specified procedure and addressee. We urge you to adhere to the outlined process for a seamless resolution experience.

Thank you for entrusting Alumia with your concerns. We are committed to addressing them diligently and providing you with a satisfactory resolution.