To submit a complaint 

Complaints may be submitted to Reference Financial Services by post or email:

Reference Financial Services S.A.
2 rue Heinrich Heine
L-1720 Luxembourg


The claimant has clearly indicate his or her contact details and provide a brief description of the complaint.

The processing of complaints

When a complaint is received, it is transferred to the department concerned to be processed.

Acknowledgement of receipt is sent to the claimant within 10 working days of receiving his/her complaint, except in cases where a response to the complaint has already been provided within this time frame. If possible, the claimant will be notified of the name and contact details of the person processing his/her complaint.

Reference Financial Services S.A. endeavours to provide a response within a reasonable delay of receiving the complaint. Should it not be possible to provide a response within this period, the claimant will be informed of the reasons for the delay and when processing of the complaint is likely to be finished.

If the claimant does not receive a response or a satisfactory response, he/she may submit the complaint in writing by post or by email to the Management Committee’s head of complaints:

Reference Financial Services S.A.
To the attention of Olivier Jarny
2 rue Heinrich Heine
L-1720 Luxembourg


Out-of-court complaint resolution

If the director in charge at Reference Financial Services S.A. is unable to provide the claimant with a satisfactory response, he/she may file a request for an out-of-court complaint resolution, in accordance with CSSF regulations in force.

Commission de Surveillance du Secteur Financier

Legal Department Consumer Protection/Financial Crime
283, route d’Arlon
L-2991 Luxembourg

(+352) 26 251 – 2574
(+352) 26 251 – 2904
(+352) 26 25 1 – 2601

For more information: