LUXEMBOURG

Luxembourg

14, Porte de France 
L-4360 Esch-sur-Alzette
Luxembourg
MAP
Commission de Surveillance du Secteur Financier

The Commission de Surveillance du Secteur Financier (CSSF) is responsible for the prudential supervision of RBC Investor Services Bank S.A. It acts solely in the public interest, ensures that the laws and regulations on the financial sector are enforced and observed and that international agreements and European Directives in the fields under its responsibility are implemented. RBC Investors Services Bank S.A. is included on the CSSF’s list of supervised entities.

European Central Bank

Given its size and its mission, RBC Investor Services Bank S.A. in Luxembourg is apart from the surveillance of the CSSF also supervised by the European Central Bank (ECB). The ECB monitors developments in the banking sectors of the euro area and the European Union as a whole, as well as other financial sectors, to identify any vulnerabilities and check the resilience of the financial system. It carries out these tasks together with the local regulators and central banks.

All complaints must clearly indicate the customer’s contact details and include a description of the reason for the complaint. They can be lodged by email to your regular client contact (Client Manager) at RBC Investors Service Bank S.A. or by registered mail to:

RBC Investor Services Bank S.A.
14, Porte de France
L-4360 Esch-sur-Alzette
Grand Duchy of Luxembourg

RBC IS Bank S.A. Luxembourg 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. RBC IS Bank S.A. maintains and operates clear internal policies and procedures for handling complaints which care for objectivity and for ascertaining the truth.

If your complaint was not resolved to your full satisfaction by RBC Investor Services Bank S.A., you have a right to file a request for an out-of-court complaint resolution with the Commission de Surveillance du Secteur Financier (CSSF).

The CSSF 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 (in accordance with the provisions of the CSSF Regulation N° 16-07 relating to out-of-court complaint resolution).

The request must be filed with the CSSF in writing, by post, by fax or by email, or online on the CSSF website.

Commission de Surveillance du Secteur Financier
Legal Department
283, route d’Arlon
L-1150 Luxembourg
Fax: (+352) 26 25 1 – 601
Email: reclamation@cssf.lu

In order to facilitate the filing of a request, the CSSF publishes a form on its website.

Additional details are available on the website of the CSSF.