Complaints

The proper handling of complaints is an important part of our corporate values.

Sending a complaint to HSH Nordbank Securities S.A.:

A complaint may be submitted to the member of the managing board in charge of complaints:

HSH Nordbank Securities S.A.
Management Board
Franz-Josef Glauben
2, rue Jean Monnet
L-2180 Luxembourg
info@hshn-securities.com

In any event, complaints must clearly indicate the customer's contact details and include a brief description of the reason for the complaint.

Handling complaints:

As soon as HSH Nordbank Securities S.A. receives a complaint, the latter will be sent to the units concerned in order to be analysed and resolved as soon as possible.

If HSH Nordbank Securties S.A. is unable to deal with the substance of the complaint within 10 days of receipt, a written acknowledgement will be sent to the complainant within this frame. Insofar as possible, this acknowledgement will include the name and contact details of the person handling the complaint.

HSH Nordbank Securities S.A. undertakes to ensure that complaints will be answered within one month from the date of receipt. If this time frame cannot be respected, HSH Nordbank Securities S.A. will inform the complainant of the reasons for the delay and give an indication as to when the complaint is expected to be resolved.

If you are not satisfied with the resolution or response given by HSH Nordbank Securities S.A., you can file a request for an out-of-court complaint resolution, in accordance with the provisions of regulation no. 16-07 issued by the Luxembourg financial regulator (CSSF), within one year after the complaint has been filed with the professional.


Commission de Surveillance du Secteur Financier
D├ępartement juridique CC
283, route d'Arlon
L-2991 Luxembourg
Phone: 00352 / 26 25 1 -1
Fax: 00352 / 26 25 1 -2601
reclamation@cssf.lu

 

 

 

German version

Contact

HSH Nordbank Securities S.A.
2, rue Jean Monnet
L-2180 Luxemburg
Phone +352 42 41 41-1
Fax +352 42 70 40 

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