Introduction

Caceis Investor Services Bank S.A., including its subsidiaries and branches, hereafter ‘Caceis Investor Services Bank’, aim to continuously provide the highest level of service to its clients, and we treat any expression of dissatisfaction very seriously.

Caceis Investor Services Bank will investigate all complaints diligently, fairly and impartially and seek a reasonable and prompt complaint handling in full compliance with the provisions of the applicable regulations. We maintain and operate clear internal policies and procedures for handling complaints which care for objectivity.

How to make a Complaint?

Your complaint can be communicated by any means, including by phone, letter, email or in person. Please address it to your relationship manager or your usual contact whose references have been communicated to you when you engaged with Caceis Investor Services Bank or throughout the relationship.

Please make sure you are including all relevant factual information (dates, stakeholder names etc.) to support efficient treatment. Please ensure you provide a clear description of your grievance. In addition, please provide your name, account number[s], address, email address, telephone number[s] and contact information for anyone who may be contacted about the complaint in your absence.

How will Caceis Investor Services Bank deal with my complaint?

The resolution of a complaint depends on the complexity of the issue[s] raised. Caceis Investor Services Bank will respond promptly to your complaint and ensure that you are reasonably informed about the status of the steps taken to resolve the complaint.  We will also endeavor to provide you with our proposed action plan and timelines for dealing with your complaint. Generally, we strive to

  • Provide a written acknowledgement of receipt of your complaint within 24 hours of receipt (with the exception of non-business days);
  • Provide, within one month, a final written response or, for more complex cases which could not be closed within one month, letter with status of complaint.

Specific timelines apply in the context of electronic payment services (as defined in PSD2 regulation). An EU commission leaflet describes the right of consumers in the context of such payments and we refer to their website here. Please be aware that this process is only available to you within one year after sending your complaint to Caceis Investor Services Bank entity through email, fax or registered mail.

Escalation process applicable

If you are not satisfied with the response provided, you may escalate your complaint within Caceis Investor Services Bank, to the Compliance Department (please contact IS-RegulatoryCompliance@caceis.com for further guidance).

In addition to the above, and if your complaint was not resolved to your full satisfaction by Caceis Investor Services Bank, you have a right to file a request with banking supervisors / onbudsmen as follows :

For Luxembourg: the CSSF (Commission de Surveillance du Secteur Financier)  is competent to receive complaints from customers of the professionals subject to its supervision and to act as an intermediary in order to seek an amicable settlement of these complaints.

For more information: http://www.cssf.lu/en/customer-complaints/ 

For France: you can refer to the Mediator of the AMF (French Financial Markets Authority) in writing, by post, by fax or by email, or online on the AMF website.

Médiateur de l’AMF –Autorité des Marchés Financiers,

17 Place de la Bourse F-75082 Paris Cedex 02.

For more information: https://www.amf-france.org/fr/le-mediateur

For Ireland:

For those customers who meet the definition of “consumer” as defined in the Consumer Protection Code, you have the right to refer your complaint to the Financial Services Ombudsman in Ireland. You must go through our internal complaints procedure before you contact the Financial Services Ombudsman. The Financial Services Ombudsman is a statutory officer who independently deals with complaints from "consumers" about their individual dealings with all financial services providers that have not been resolved by the providers.

For more information: https://www.ombudsman.ie/making-a-complaint/

If you are not considered as a consumer as defined above, you still have right to refer your complaint to the CSSF (refer to Luxembourg section).

For Switzerland:

The Swiss Banking Ombudsman acts as an information and mediation office without jurisdictional authority for clients of members of the Swiss Banking Association (‘SBA’). CACEIS Investor Services Bank S.A., Esch-sur-Alzette, Zurich Branch is a member of the SBA. 

For more information: https://bankingombudsman.ch/en/complaint/

For United Kingdom:

If you are an Eligible Complainant (as defined by the FCA), you may fall under the jurisdiction of the Financial Ombudsman Service. You may be eligible to refer your complaint to the Financial Ombudsman Service eight weeks following your initial complaint to us or after we have issued our Final Response Communication regarding your complaint if you remain dissatisfied.

For more information: https://www.financial-ombudsman.org.uk/consumers/how-to-complain

For Europe:

Your Rights When Making Payments in Europe – EC Leaflet: https://commission.europa.eu/system/files/2019-09/leaflet-your-rights-payments-eu_en.pdf