Potential clients and clients who are satisfied are prerequisite to the long-term and sustained success of UBS Europe SE, Luxembourg Branch ("UBS"). However, despite our commitment and efforts to provide you with the best possible services, it may occur that you are not satisfied with our services or may encounter a specific problem.
UBS is committed to promptly and thoroughly investigate any dissatisfaction from your side. The procedure detailed below will allow us to investigate any dissatisfaction from your side in line with the Luxembourg legal requirements. Management oversight of complaints is ensured through regular internal review and reporting.
A complaint can be any written, verbal or electronic communication from a (potential) client or investor to express dissatisfaction and can be submitted free of charge.
If you wish to express your dissatisfaction/complaint, do not hesitate to contact your Client Advisor, Client Relationship Manager or any other direct contact within UBS. When contacting UBS with a complaint, please include the following details:
- Your full name
- Your role on the account (e.g. accountholder or representative of a client, lawyer etc.)
- Your contact details
- Involved account number(s)
- Information pertaining the complaint (detailed description of the facts underlying the complaint)
- Relevant document(s) and/or correspondence
- Any other detail(s) of relevance regarding your complaint.
If we are not able to provide you with an answer within a short time, an acknowledgement of your complaint will be issued, by letter or by another durable medium (such as email or fax), within 10 working days from the date of receipt and we will inform you of the contact person who will be in charge of the complaint together with an indicative timeline by when a response or resolution will be provided.
We are committed to provide you with an answer to your complaint within one month of receipt of your complaint, by letter or another durable medium (such as email or fax). Where an answer cannot be provided within this period, we will inform you of the delay and the date at which the answer is likely to be provided.
If your complaint relates to payments services, specifically the rights and duties arising under Titles III and IV of the Luxembourg law on payment services, we are committed to answer to your complaint, by letter or by another durable medium (such as email or fax), within 15 working days from the date of receipt.
In exceptional situations, when the answer to a complaint relating to payments services cannot be given within said timeframe for reasons beyond our control, we will send you a holding reply indicating the reasons for the delay in answering to your complaint and specifying the deadline (which will not exceed 50 working days).
Should you feel that you did not receive a satisfactory answer, you may appeal directly to the Branch Management of UBS Europe SE, Luxembourg Branch, namely to the branch manager in charge of complaints who is registered towards the CSSF:
Mr. Ralf Schröter
Member of the Branch Management of UBS Europe SE, Luxembourg Branch
33A avenue J.F. Kennedy
P.O. Box 2