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.
2, rue Jean Monnet
In any event, complaints must clearly indicate the customer's contact details and include a brief description of the reason for the complaint.
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
Département juridique CC
283, route d'Arlon
Phone: 00352 / 26 25 1 -1
Fax: 00352 / 26 25 1 -2601