Information

Complaints procedure

What to do when something has gone wrong, and what happens next.

Last updated: [LAST UPDATED DATE]

A complaint is an expression of dissatisfaction, whether or not it is justified, about the service you have received. We would rather hear it than not.

This procedure applies to complaints about the website, our handling of an enquiry or application, our communication, or our treatment of your personal data.

1. How to complain

Write to us at contact@fortiscrest.com, or by post to 2 Avenue Charles de Gaulle, 1653 Luxembourg. Please include:

  • Your name and a reliable way to reach you.
  • Any reference number associated with your file.
  • What happened, and when.
  • What effect it had on you.
  • What outcome you are seeking.

2. Acknowledgement

We acknowledge complaints in writing within [ACKNOWLEDGEMENT PERIOD] of receipt, confirm who is handling the matter, and tell you what will happen next.

3. Investigation

The complaint is reviewed by someone not directly involved in the events complained of, wherever practicable. We may ask for further information; where we do, we explain why it is needed.

4. Our response

We aim to provide a final response within [FINAL RESPONSE PERIOD]. The response sets out our findings, the reasoning behind them, and any remedy offered. If we need longer, we tell you why and when to expect an answer.

5. If you remain dissatisfied

You may ask for the matter to be reviewed internally at a more senior level. Beyond that, depending on your jurisdiction and the subject matter, you may be able to refer the complaint to:

  • The alternative dispute resolution body: [ALTERNATIVE DISPUTE RESOLUTION BODY].
  • The financial services ombudsman or equivalent: [OMBUDSMAN OR EQUIVALENT BODY].
  • The supervisory authority: [REGULATORY AUTHORITY].
  • For data protection matters: the Commission Nationale pour la Protection des Données (CNPD), Luxembourg.

Time limits apply to external referrals; they are stated in our final response.

6. Records

Complaints and their outcomes are recorded and reviewed so that recurring problems are identified and corrected. Records are retained in line with the privacy policy.

7. Cost

Complaining costs nothing, and it does not affect how any current or future application is assessed.